Specialist/Manager - Customer Success Manager - Digital Products

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