Manager - Customer Success - IT

This is a team management leadership position running company's Customer Success vertical. The individual will be responsible to lead the team to drive renewals, upsells and new sales from existing customers. The team will interact regularly with the clients and build a strong relationship with them.

The charter of the Customer Success vertical will lead us to ensure that we have a strong relationship with customers, improve the customer's usage of company's products and services, drive adoption of new features that help customers, and upsell new products to them.

Responsibilities:

- Drive the charter of Customer Success and Account Management vertical inside Company's.

- Lead the team to achieve a high renewal rate for our SaaS, drive upsells and referrals from existing customers.

- Build and manage a team of Customer Success Managers and develop them.

- Design and implement processes that ensure that we are developing relationships with customers, consulting them on how they can improve the use of our product and derive more value out of it.

- Personally build relationships with top key customers and serve as the point of escalation resolution for customers.

Skills Required :

- Graduate degree in Engineering. MBA a plus.

- 5-8 years of Account Management or other customer-facing experience.

- Excellent management skills to lead a team of 4-6 Customer Success Managers.

- Proven ability to design and implement new processes.

- Excellent written and verbal communication skills. Flair to convince external customers and internal stakeholders.

- Solid analytics skills and good knowledge of Excel. Understanding of Google Analytics and e-commerce is a plus.

- Experience in delivering client-focused solutions based on customer needs.

- Excellent listening and presentation skills.

- Ability to prioritize among competing tasks.

- Keen attention to detail and adherence to deadlines