Job Description : - Improved customer satisfaction, increased customer engagement and facilitation of organic growth - Customer retention and identification of customer issues requiring immediate escalation to ensure reduced possibility of churn - Strategy-driven improvement of customer NPS - Customers are happy to provide testimonials, case studies and referrals Responsibilities : - Develop a trusted advisor relationship with customers, such that all activities are closely aligned with the customer's business case and business strategy - Ensure that Client's impact is being communicated within customer teams - Partner with cross functional teams to develop a plan for making Client a part of each customer's core architecture - Lead ongoing engagement with key customer stakeholders on new feature releases, insights from data analytics, red flags or user feedback, hypothesis on productivity levers, cross-industry learnings / best practices etc. - Liaise with project management, support and product teams to ensure smooth functioning and customer service by teams - Develop customer relationships with a - Tech Touch- approach to promote overall satisfaction, unit/dollar retention, and referenceable customers. - Stay in contact with customers through the lifecycle and discuss metrics, identify obstacles and gauge satisfaction - Drive Renewal discussions in collaboration with the sales teams - Analyze customer's usage metrics to evaluate renewal probabilities and identify upsell and expansion opportunities - Escalate at-risk customers appropriately Experience : - Around 7 to 10 years of relevant work experience in managing enterprise customers in the BFSI Segment - Applicants can be currently working with SaaS, Enterprise Software, Hardware, Management/Strategy Consulting and/or other industries but serving the BFSI segment. - Experience of having worked or currently working in the Banking & Insurance Sectors would be an added advantage. - Experience with SaaS Applications (selling, servicing or as a user) while relevant, is not mandatory. Skills : - Strong empathy for customers and a passion for customer's success. - Solid organizational, consulting, project management, and time management skills - Strong communication skills and business aptitude. - Ability to communicate technical solutions provided by engineering teams in a meaningful way for the benefit of internal teams and customer understanding. - Self-motivated team player who has fresh ideas when it comes to product adoption and customer churn mitigation.

Mumbai

Manager - Customer Success - BFSI 

Manager - Customer Success - BFSI  ,Job Description for Manager - Customer Success - BFSI  in Matrix Management Services in  Mumbai for (7-10) years of experience. Apply Now!

Job Description for Manager - Customer Success - BFSI  in Matrix Management Services in  Mumbai for (7-10) years of experience. Apply Now!