Customer Success Manager

Job Description

About the Company Gnani.ai is an AI-based Speech Recognition and NLP Startup that is working on voice-based solutions for large businesses. AI is the biggest innovation that is disrupting the market, and we are at the heart of this disruption. Funded by one of the largest global conglomerates in the world, and backed by several market leaders in the tech industry, We are working with some of the largest companies in the banking, insurance, e-commerce and financial services sectors and we are not slowing down. With aggressive expansion plans, Gnani.ai aims to be the leader in the global market for voice-based solutions Powered by Generative AI, Gnani.ai is building the future for Voice first, Omni Channel Communication solutions. If you are fascinated by AI and would like to work on the latest AI technologies in a high-intense, fast-growing, and flexible work environment with immense growth opportunities, come and join us. We are looking for smart workers, who are ready to take on big challenges. About the Role We are looking for a Senior Customer Success Manager who can provide ongoing support to our clients and network with them. The candidate should be able to contribute to building relationships, implementing new programs that will increase your business’ revenue potentials and minimize churn rates. A Customer Success Manager’s responsibilities include supporting customers as they transition from sales prospects, building close relationships that often last beyond any one project or job-order lasting process ownership with the business. Ultimately, you will own Customer lifecycle, work directly with clients to up-sell, cross sell & help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with other employees to ensure customer questions and concerns are addressed. Responsibilities Establish clear client retention goals.Define success milestones for the clients and employees to work towardsAssist customers with setting up and navigating various programsPromote the value of Gnani.ai’s software & servicesUpsell/ Cross-sell Gnani.ai’s software & servicesPromote value through customer experienceAssist in creating training courses and educational materialsReview customer complaints and concerns and seek to improve the customer experience.Assist in conducting Customer Workshops on a periodical basis Qualifications Proven work experience as a Customer Success Manager or similar role for a minimum of three years. Working in a SAAS organization is a must. Experience in dealing with large and mid-size Enterprise customers in India. Should have a quota carrying experience. Exceptional ability to communicate and foster positive business relationships. SAAS, Contact centre Technical skills & Clear grasp of digital technology stacks - API's, middleware, ecosystems and the ability to envision solutions is a must. Experience in working with a diverse group- Developers, Program Managers, Sales, Pre-sales is required. A bachelor or MBA degree is preferred. This role requires a fair amount of travel meeting your clients and working from the office location.