Manager/Group Manager - Customer Success - Travel & Expense Management Solutions Firm

Company : Leading Travel & Expense management solution company

Designation : Customer Success Manager - Group manager role

Salary Range : 25 to 42 LPA

Location : Bangalore

About the role :

- Be a thought leader for the company and the customer success function

- Work with a cross-functional team (spanning Sales, Product, Engineering, and Finance) and be responsible for nurturing existing customers.

- Build systems / processes to track user activity (especially adoption of our product), diagnose potential problem areas, and coordinate with other teams to resolve these issues Execute content / feedback campaigns to engage users, and increase their activity on the platform

- Schedule & conduct regular reviews with customer's key stakeholders to demonstrate value & successfully renew accounts.

- Analyze customer data to improve customer experience

- Establish clear retention goals and process milestones for the client and employees to work toward

- Promote the value of the product and cross sell and upsell services and products of ITILITE and promoting value through customer experience

- Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company

- Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs

- Optimize existing processes within the company and actively enhance all Customer Success initiatives

- Understand customer outcomes by communicating with customers, analyse customer health metrics, run NPS and gather other feedback via Intercom and Survicate.

- Represent the voice of the customer to provide input into every core product, marketing and sales process

- Collaborate closely with team members support renewals and expansion opportunities

- Collaborate with the engineering and development team to set up or configure our software platform as per customers' requirements and troubleshoot technical issues raised by customers

- Gauge customers' levels of engagement with the company and provide feedback to the other teams regarding product and service improvements

- Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base

- Being the main point of contact between the company and a number of named enterprise accounts