Senior Customer Success Manager - Learning Firm

Position- Senior Customer Success Manager

We are a stellar team with world-class designers, mathematicians, computer scientists, researchers, and business graduates from leading universities that have years of experience creating serious games and simulations, looking for a suitable candidate with a third eye for details, love for product quality, and passion of making customers happy. Client is unique in its own way and has been transforming the learning domain since inception. If you are eager to learn, make a difference, create impact, and have fun every day and would love to work with brightest minds from leading engineering and b-schools and can admire the startup culture, then this is the place for you!

Job Summary:

The Customer Success Manager (CSM) will proactively engage with customers to provide strategic and tactical guidance to them in-order to increase the value they acquire from Client.

Responsibilities :

- Smoothly transition account ownership from Sales/Pre-Sales

- Own a portfolio of accounts and engage proactively with customers using the engagement model (based on customer segment) laid out

- Understand and document customer's use-cases & business flow

- Have deep product knowledge of all product lines. Ability to showcase product demo + work out solutions for business use cases using best product-fit

- Aligning with key customer stakeholders to establish a stronger customer relationship management program (stakeholder mapping)

- Evaluate how customers use Client's products & identify efficiency and effectiveness gains

- Promote awareness of the latest innovations Client is releasing (products/features in pipeline)

- Work with internal cross-functional teams (product, sales, pre-sales, marketing, product marketing,tech, support etc.) to ensure customer's issues/solutions are addressed

- Understanding of SaaS metrics and Own two key metrics (Product-Adoption & Customer Retention)

- Coach & mentor Associate-Customer Success Managers

Requirements :

- Proven track record of establishing themselves as a strategic trusted advisor to clients; 5+ years in a Customer Success role

- Proven ability to coach & mentor team members

- Must be able to understand complex client use-cases and articulate them to an audience of varying perception levels internally to problem-solve.

KNOWLEDGE AND SKILLS REQUIREMENTS :

- Manage workload and ability to multitask between priorities to meet deadlines and quality expectations

- Possess excellent oral and written communications skills

- Analytical/problem-solving skills; collects and researches data for data driven decision making

- Self-starter who can own ongoing customer success of both large and small clients

- Ability to report and share client's status on a timely/pre-defined interval

- Take complete ownership and run the show E2E.

Duration : Full-time

Location : Bangalore

Join Client for an exciting

About Client :

Client is a Modern Workplace Learning company that uses experiential technologies to accelerated learning, transform employee experience and boost productivity across four key areas: Leadership Development, Sales Effectiveness, Digital Transformation and Frontline Development.

More than 200 clients in 17 countries have benefited from Knol SK ape's award-winning experiential solutions. Using business simulations, gamification, mobile, social, artificial intelligence, virtual reality and machines learning, Client delivers transformative learning experience for the modern learner, rich analytics for the HR teams and improved performance for the organization.

Client is a 110+ strong team with offices in Singapore, India, and the UAE, serving a rapidly growing global client base across industries spanning banking and finance, consulting, IT, FMCG, retail, manufacturing, infrastructure, pharmaceuticals, engineering, auto, government and academia.