Tivona Global Technologies - Manager - Customer Success

- We are looking for a Customer Success Manager for our next generation CRM platform.

- You will be responsible for nurturing relationships with our high value customers, while driving onboarding & product adoption by bringing our best practices, innovations and capabilities to our customers.

- The Customer Success Manager will deliver technical leadership coupled with a deep understanding of customer support methods to drive greater business value and satisfaction.

- Our teams are dedicated to helping our customers see the benefits of our technology come to life.

- As part of our team, you will play a key role in understanding the needs of our customers and help shape the future of customer support.

Job Responsibilities:

- Build trust.

- Ensure the company keeps its promises to customers, identify and address customer issues immediately and monitor through resolution.

- Likewise, manage customer expectations and facilitate our activities as agreed.

- Learn our product at a deep level and help customers do the same.

- Learn upcoming features, and help customers prepare for them.

- Understand how our customers define their own success with our product and help them work toward that success.

- Provide proactive guidance and creative solutions to address customers' business problems and goals, and to deepen relationships and product usage.

- Represent the customers' voice during internal discussions and projects.

- Be the point of contact for customers and key stakeholders on complex issues.

- Lead knowledge management across the products and customers.

- Analyze the customer data to demonstrate how game changing our product is and the value/impact on customer business.

- Work with product and engineering teams on customer feedback and feature improvements.

Skills & Requirements (Must Have):

- Working knowledge of CRM Applications like Salesforce/JIRA/Zoho/Freshdesk/ZenDesk etc.

- Knowledge of SAAS Applications.

- Experience with delivering technical pitches and providing on-demand training to users.

- Knowledge of AI/ML, NLP/NLU and database technologies is a plus.

- Ability to quickly learn, understand, and work with new emerging technologies, methods, and solutions for customer support and success.

Qualification & Experience:

- 6 to 9 years of experience in technical customer-facing roles - customer support, customer success, presales and post sales consulting and technical services.

- Bachelor's degree in Computer Science, Engineering, or equivalent practical experience.