Turtlemint - Customer Success Manager

Role/Designation: Customer Success Manager

Job Location: Andheri East, Mumbai

Experience: 6 to 8yrs [In SaaS based product sales preferred]

Roles & Responsibilities :

- Manage multiple large, complex projects and/or programs through a team

- Understand customer needs, map to our solution, and work with tech team

- Customer Relationship Management: Develop, Manage and maintain strong customer relationships and executive stakeholder management including Directors, VPs, and C-level executives

- Serve as the main point of contact for assigned accounts, understanding their business goals and challenges

- Drive operational excellence through the onboarding process, ensuring a smooth and positive experience

- Ensure resolution of all customer issues and act as point of contact for escalations for both internal/external stakeholders as and when needed

- Work closely with Solution Engineering teams to help resolve customer issues as per the SLAs

- Product Knowledge: Acquire an in-depth understanding of our products or services to effectively communicate value propositions to clients

- Renewals and Upselling: Proactively manage customer renewals, ensuring a high renewal rate & Identify upselling opportunities based on customer needs and collaborate with the Sales team

- Feedback Collection: Gather customer feedback and relay insights to the Product and Development teams for continuous improvement. Address customer concerns promptly and work towards resolution

- Work effectively with internal stakeholders (Product and Sales teams) to identify product insights, opportunities for ensuring customer delight

Requirements :

- Engineering degree with MBA preferred

- 6+ years in technology consulting/project management

- Ability to roll up sleeves and do whatever it takes

- Outstanding written/oral communication, analytical skills, and attention to detail

- Should have had previous team management experience.