Manager - Customer Success - Internet/Online/IT

Customer Success Manager:

What responsibilities will you be trusted with for the Customer Success Manager Role:

- Goal-oriented and data-driven to actively track bot performance and drive ROI for clients.

- Analyze customer data to improve the end-user experience.

- Business Adviser to our clients working towards achieving their business goals. Manage client relationships and day-to-day interface with the client.

- Work closely with product/tech teams to explore the feasibility of technical enhancement features and product functionalities

- Excellent communication skills. Remember communication is not what you say but what other people understand.

- Better user experience and solutions expert, guiding the team to build right conversational experiences to solve client issues.

- Keep up with the trends in the industry and platform capabilities of the competition.

- Manage all customer communications for your accounts and ensure that all customer issues are dealt with in an efficient and timely manner

- Be responsible for upselling and renewals, and increase the revenue per client.

- Help drive customer references and case studies, and produce reports and presentations to explain insights and results to marketing professionals.

- Identify patterns among bot performance and contribute towards developing best practices, FAQs, and knowledge base for using the Haptik platform and actively look for ways to improve process efficiencies and effectiveness

- Strong team player with a success-oriented attitude and a keen focus on analyzing the objective of the project and achieving it

What skills, expertise, and experience are we looking for?

- 5+yearsofexperience in Account Management/Client handling Profiles

- Exceptional communication skills, both oral and written, coupled with excellent listening skills

- Analytical and data-driven with the ability to deal with multiple stakeholders.

- Extensive knowledge of analytics tools like R, Tableau, Python - Demonstration of good product and consumer thinking during his/her career

- Hands-on and a quick learner. Comfortable with learning new technology

- Basic tech skills especially knowledge of Python will be a plus

- This role provides you access to Personally Identifiable Information or Protected health information for which you will be abide to follow secure data handling practices to safeguard and protect such data.