Manager - Customer Success - EPM Software

Location: Pune/India

Type: Full-time

About the company:

Client of ProPMO is a leading provider of cutting-edge Enterprise Project Management (EPM) software solutions that empower businesses to efficiently manage complex projects and drive success. We are seeking a seasoned and dynamic Customer Success Lead/Manager with a proven track record in IT product-based companies to join our team. This role is pivotal in driving customer adoption, satisfaction, and fostering long-term relationships while identifying and capitalizing on incremental sales opportunities.

Role Overview:

As the Customer Success Lead/Manager for our EPM software platform, you will play a crucial role in ensuring our customers' success by driving adoption, maximizing value, and nurturing customer relationships. You will work directly with a diverse range of stakeholders, from team members and leads to project managers, management, and cross-functional contributors, to ensure seamless platform integration and utilization across the organization. Your deep knowledge of enterprise software platforms, coupled with your ability to engage both users and decision-makers, will be instrumental in achieving customer satisfaction and revenue growth.

Responsibilities:

Customer Adoption: Own the end-to-end process of onboarding and integration of our EPM software within client organizations. Guide customers through implementation, configuration, and customization to ensure optimal usage and adoption across stakeholder groups.

Relationship Management: Develop and nurture strong, trust-based relationships with key stakeholders within customer organizations. Understand their unique needs, challenges, and goals, and proactively offer tailored solutions to enhance their experience with our platform.

Value Maximization: Collaborate closely with customers to identify and drive value realization. Showcase the impact of our EPM software on their project management processes and outcomes, leading to increased customer satisfaction and loyalty.

Upselling and Cross-selling: Identify and pursue upselling and cross-selling opportunities within existing customer accounts. Collaborate with the sales team to generate incremental sales and contribute to revenue growth.

Issue Resolution: Act as the primary point of contact for customer escalations and issues. Work collaboratively with internal teams to swiftly address concerns, provide solutions, and ensure a positive customer experience.

Training and Enablement: Design and deliver training sessions, workshops, and webinars to educate customers about advanced features and best practices. Empower users to make the most of the EPM software, thereby increasing user adoption.

Feedback Loop: Gather valuable insights from customers and advocate for their needs internally. Collaborate with product management and development teams to relay customer feedback and contribute to product enhancements and innovations.

Metrics and Reporting: Establish key performance indicators (KPIs) to track customer success and adoption metrics. Prepare regular reports for management showcasing the impact of the customer success function on customer satisfaction and business growth.

Qualifications:

- Bachelor's degree in a relevant field; MBA or equivalent is a plus.

- Minimum of 8 years of experience in a customer-facing role within an IT product-based company, preferably in the enterprise software domain.

- Proven experience in driving customer success, adoption, and satisfaction.

- Strong understanding of enterprise project management processes and software platforms.

- Excellent communication and interpersonal skills to engage with both technical users and decision-makers.

- Ability to navigate complex stakeholder landscapes and foster relationships at various organizational levels.

- Problem-solving mindset with the ability to anticipate challenges and provide effective solutions.

- Demonstrated experience in identifying upselling and cross-selling opportunities.

- Proficiency in using customer success and CRM tools.

- Strong analytical skills with the ability to translate data into actionable insights.

- Willingness to take ownership and work autonomously in a fast-paced, challenging environment.