We are looking for a Customer Success Manager to play a critical role in building deeper relationships with existing clients thus unlocking value across their end-to-end learning and development needs. Customer Engagement & Satisfaction - Complete ownership of program experience for all B2B cohorts including onboarding SMEs for standardized offerings, if needed - Act as a liaison between the customer and internal delivery teams, as the project progresses from initial development to completion - Ensure that the customer and the internal project teams have the same understanding regarding the scope of the project, its goals, timing, and progress. - Ensure that the various internal teams working on the project are moving towards a cohesive and parallel goal - Build an escalation path and SOP to ensure congruence and consistency in the engagement - Work with internal teams to ensure success of engagement and overall customer satisfaction Customer Relationship & Repeat Business - Understanding of the customer's business, the current active engagement, and the parameters of success - Manage customer engagement by building relationships with key customer contacts and have a thorough mapping of stakeholders - Proactively gauge progressive customer requirements that could potentially be fulfilled by uGB offerings, pass this onto to Sales/Account Managers - Be a Product Evangelist for uGB offerings and share relevant industry trends with customers - Support revenue generation by way of repeat business contributing to the overall growth of engagement. Reporting & Analytics - Share quarterly and monthly insights with Director - CSG on the state of the active cohorts, highlights, and red flags - Responsible for ensuring 50% of customers are referenceable with formal success stories published - Build a robust feedback mechanism that could be shared internally and externally - Run regular Monthly Governance and Business Reviews to gauge the health of the engagement and offer recommendations as needed - Report on process improvements needed, recommendations and be the voice of the customer internally

Bangalore

upGrad - Customer Success Manager 

upGrad - Customer Success Manager  ,Job Description for upGrad - Customer Success Manager  in upGrad in  Bangalore for (4-8) years of experience. Apply Now!

Job Description for upGrad - Customer Success Manager  in upGrad in  Bangalore for (4-8) years of experience. Apply Now!