Senior Manager - Customer Success - IT Products & Services

Our client is a leading provider of IT Products and Services headquartered in Chennai, looking to hire Senior Manager - Customer Success based in Chennai / Mumbai.

The role will be responsible for ensuring the success and satisfaction of valued customers, building strong relationships with clients, understanding their needs and goals, and working collaboratively with internal teams to deliver exceptional customer experiences.

Desired Profile :

- Educational Qualification / Experience required: 1 MBA in Marketing, Business Administration or related field

- Working experience of around 10 - 12 years

- Knowledge of customer success best practices and industry trends

- Familiarity with the products/services being offered and the ability to understand customer needs within the context of those offerings

- Strong interpersonal and communication skills, with the ability to build rapport and foster relationships

- Demonstrated ability to manage multiple customer accounts and prioritize tasks effectively

Responsibilities:

- Customer Relationship Management

- Build and maintain strong relationships with key stakeholders, serving as their trusted advisor

- Proactively engage with customers to understand their business objectives, challenges, and requirements

- Conduct regular check-ins to ensure customer satisfaction, address concerns, and provide support

- Customer Success Strategy

- Develop and execute customer success plans aligned with customer goals and objectives

- Collaborate with internal teams to identify opportunities for upselling and cross-selling

- Identify potential risks and challenges and proactively develop mitigation strategies.

- Onboarding and Adoption

- Facilitate the smooth onboarding process for new customers, ensuring a seamless transition and successful implementation

- Provide guidance and training to customers to maximize their adoption and utilization of products / services

- Monitor customer usage patterns and identify opportunities for optimization and increased value

- Customer Advocacy

- Identify and nurture customer who advocates and can provide testimonials, case studies, and references

- Act as a liaison between customers and internal teams, advocating for customer needs and driving continuous improvement

- Leverage customer feedback to provide insights for product development and enhancement

- Performance Analysis and Reporting

- Track and analyze customer success metrics, such as customer satisfaction, retention rates, and upsell opportunities

- Prepare regular reports and presentations on customer success initiatives, highlighting key achievements and challenges

- Collaborate with the sales team to ensure a seamless interactions and ongoing customer success programs