Customer Success Manager:
- Ensure Successful customer management with strong coordination with Marketing, Pre-sales, Sales, Solution, Delivery teams
- Periodic Product reviews with senior customer stakeholders on overall product value realization
- Drive product and feature feedback cycles with customer SMEs and stakeholders
- Ensure best customer experience (CX) for product onboarding, adoption, deployment, support
- Proactively Identify risks to license renewals on an ongoing basis and formulate remediation plans to address the risks Product Management
- Be a customer advocate in influencing product roadmap and improvements
- Document the feature feedback and formulate feature requirements
- Formalize feature feedback process to cross-reference to product roadmap
- Assist product manager in product backlog curation
- Provide references, case studies, customer stories to Sales and Marketing
- Establish the value proposition of the product to customers to identify Upsell/Cross-Sell Opportunities
- Competition analysis for tools already existing in customer landscape Customer Success Analytics
- Establish data driven methodology for customer success
- Define Mosaic-specific KPIs for customer success
- Establish ROI framework as a part of product value proposition
- Research and implement Customer Engagement analytics framework Stakeholder Management
- Identify and cultivate organizational stakeholders of product ecosystem
- Establish stakeholder-specific communication plan Technical Project Management
- Manage PoCs and Pilots on the product together with PO and other Project teams in LTI
- Help the delivery teams (delivering customer projects on the product) understand the product better
- Support the delivery teams (delivering customer projects on the product) with people and technology as needed Skills/Requirement
- 6-8 years of experience as a Customer Success Manager for Digital products
- Experience in organization building & management
- Strong acumen for understanding latest technology trends
- Excellent written, oral communication, presentation skills
- Ability to come up with product collaterals on short notice
- Deep knowledge of IT Operations/AIOps domain will be an advantage
Skills: IT Operations/AIOps/ROI framework
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