Manager - Customer Success - IT

The Customer Success Manager is responsible for cultivating and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and recognition (ROI), leading to strong renewals and growth opportunities. Customer success executives are focused on customer loyalty and building close long-term client relationships and often stay with the same customers as long as they continue to work with the business.

Job Responsibilities:

- Manage client portfolios and build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude.

- Conduct detailed analysis of data sets to provide intelligence and meaningful insights.

- Plan and conduct periodic meetings with the clients, to ensure growth-oriented engagements.

- Review client queries and concerns and take relevant actions and interventions to ensure a seamless client experience.

- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.

- Become an expert in [Product] and educate customers on the use and benefits of our products.

- Set up new clients in the system and train/onboard new clients to ensure their success.

- Identify and forecast expansion opportunities and partner with sales to successfully close such opportunities.

- Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle.

- Develop comprehensive project plans to be shared with clients as well as other staff members.

Candidate Profile

- 2-4 years of experience in direct client handling.

- Should have handled projects end to end (from conceptualization to roll-out)

- Proven proficiency in customer retention, presentation skills, and ability to work independently to drive customer success.

- Excellent communication abilities

- Self-learner, highly curious, self-starter, and can work with minimum supervision and guidance.

- Entrepreneurial mindset with a positive attitude is necessary.