Senior Manager/Manager - Customer Success - IT Cloud Solution

- Develop a positive customer experience and foster long-term relationships and build brand loyalty

- Promote product information, address client issues and help the team with up selling, upgrades, and renewals.

- Efficiently develop and manage large client portfolios and also manage smaller size accounts

- Build & execute marketing plans in collaboration with Google and the in-house marketing team to execute strategies for customer success

- Track competition and implement industry best practices to evaluate the customer adoption score.

- Collaborate with the tech team effectively through the process of on boarding and enabling training workshops when needed.

- Be accountable for the revenue [P/L] to be generated by the team alongside the Sales department and tech team as a part of Key Account Management

- Mentor team in providing assistance to customers with setting up, navigating, and supporting solutions experience

- Create a sticky fan base for the solution provided and identify brand ambassadors in-house and at the client site to share product benefits and values

- Optimize existing processes within the company and actively enhance all customer success initiative

- Empathetically engaging with customers, carrying out periodic health checks, and building customer advocacy

- Engage in creating process documents, training courses, and educational material for members of the department

- Deep understanding of customer concerns and thoughts regarding the use of products and the ability to troubleshoot as needed.