Customer Success Manager

Colortokens

10 - 15 years

20 - 25 Lacs

bengaluru

Posted:-1 days ago| Platform:

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Skills Required

relationship management product management product engineering project management analytical presales account management customer support operations salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

Work with customers to articulate desired business outcomes. Define an actionable customer success plan with clear objectives, stakeholders, milestones, risk, and metrics needed to achieve them.

Execute and track the customer success plan to fulfilment of outcomes.
Work with cross functional teams to own and ensure customer deployments are completed quickly and efficiently.
Identify and/or develop upsell and cross-sell opportunities.
Own customer escalations and liase with internal teams to get it resolved on priority.
Continually assess customer progress toward stated goals and drive expected results in the areas of adoption, usage, business value, friction, and overall relationship.
Engage regularly with customers via strategic and operational discussions.
Be the customer s advocate and lead feature/issue resolution priorities/negotiations and initiatives with internal teams such as Product management, Product engineering, Customer support and Sales.
Identify and facilitate training programs that will improve product knowledge, product usage, process know-how in the customer teams.
Define, measure, and improve operational metrics and track through dashboards and operational reviews for effective CSM operations.
May require working in client time-zones (for US/Europe clients) for an extended period of time.

Desired Candidate Profile:

Strong mix of relationship management, strong analytical, business and technical skills.
Delivery related (pre-sales, solutioning, delivery management or customer account management) experience preferably in Cybersecurity/SaaS/hi-tech products.
Ability to internalize the product offerings and can discuss solutions, benefits and trade-offs with the enterprise customers.
Ability to build, maintain and leverage strong relationships with Business and Technology Decision Makers within each customer to influence solution adoption, create strong support for new opportunities and to secure their willingness to advocate on our products.
Experienced in account management & growth through farming.
Experienced at leading presentations and discussions with customer s senior management teams

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