Principle Manager - Customer Success - Internet/Online

Principle Customer Success Manager

Apply only if :

- Candidates from Enterprise/SaaS product Companies only apply

- Start up Experience

- Previous position as Manager/Sr. Manager

Responsibilities :

- Will be responsible for Indian markets primarily. Occasional support for international clients

- Good at people management and also have experience in large enterprise client base

- Will handle a team of Junior CSMs . 3-4 people to begin with.

- Will start as an IC, later on Team will be allocated

- Team leading exp is must

Role will report to Head- CX

Roles & Responsibilities :

- Taking complete ownership for the Customers based in India

- Providing initial, ongoing and refresher training (face-to-face) to customer stakeholders

- Hand-holding the users (particularly the administrator) and assisting them in effective usage of the platform and act as their go-to-person for doubts on the product

- Gathering customer data where required to support implementations

- Acting as the bridge between the Disprz Product / Engineering team and the customer or channel partner

- Reporting issues faced by the users to the Product / Engineering team

- Managing customer expectations around delivery times for product fixes and enhancements

- Conducting periodic dipstick with users to proactively monitor product satisfaction

- Monitoring product usage encouraging customers to increase usage where there is scope for improvement

Required skillset :

- Degree in Business Management from a top Business school / university

- Minimum 10 - 12 years - in B2B enterprise experience in Customer Success portfolio from SAAS background

- Attention to detail and have zeal to to get into the grass root level to fix an issue

- Relationship Management & build Customer Focused strategies

- Concentrate on Customer Retention

- Energetic team player, driven and self-motivated

- Self-starter with the ability to work with limited input

- Salary- Upto 30 LPA