Customer Success and Implementation Manager

The Customer Success Manager (CSIM) plays a pivotal role in driving customer success by overseeing project implementation, business analysis, and strategic execution. The role requires managing the end-to-end implementation of GoComet’s solutions, from requirement gathering to execution, ensuring customer satisfaction and long-term retention. The CSM will act as a bridge between clients, internal teams, and stakeholders, ensuring smooth project rollout, process mapping, and continuous product
adoption.

Key Responsible Area:
Project Implementation & Business Analysis
· Lead and oversee the end-to-end project implementation lifecycle for new and existing clients.· Finalize Business Requirement Documents (BRD) and obtain necessary approvals/sign-offs.· Develop and execute implementation plans, ensuring alignment with client objectives.· Map customer processes (flow charts, SOPs) and align them with GoComet's solutions.· Conduct gap analysis and provide recommendations to enhance operational efficiency.Customer Success & Relationship Management
· Serve as the primary point of contact for customers, ensuring seamless onboarding and adoption.· Foster strong relationships with C-level executives (CXOs, COOs) and key stakeholders.· Work proactively to identify challenges and provide solutions to optimize customer experience.· Monitor customer health scores, ensuring product utilization and satisfaction.Project Documentation & Reporting
· Maintain detailed project documentation, ensuring clarity and compliance.· Provide weekly/monthly project status updates to internal teams and clients.Gocomet· Track key project metrics, ensuring timely execution and quality delivery.Process Optimization & Internal Collaboration
· Identify areas of process improvement and implement best practices.Gocomet· Work cross-functionally with product, sales, and tech teams to drive innovation.· Contribute to internal process improvement initiatives and team knowledge sharing.Key Performance Index
· Customer onboarding & activation TAT· Project implementation success rate· BRD completion & approval timelines· Customer engagement & product adoption rates· CSAT (Customer Satisfaction) score· Process improvement contributions

Requirements
Must-Have Skills & Qualifications
· 2+ years of experience in customer success, business analysis, or project management.· Strong understanding of project implementation methodologies and process mapping.· Experience in preparing and finalizing BRDs, project documentation, and implementation plans.· Proficiency in MS Excel, project management tools (JIRA, Asana, Trello, etc.).· Excellent communication, problem-solving, and stakeholder management skills.· Ability to analyse data, derive insights, and present findings to clients and internal teams.· Strong emotional intelligence, adaptability, and a customer-centric mindset.Bonus Points
· Knowledge of the logistics and supply chain industry.· Experience in business process automation and digital transformation projects.· Familiarity with CRM tools (Salesforce, HubSpot, Zoho, etc.)

Job Type: Full-time

Work Location: In person