CUSTOMER SUCCESS MANAGER (CSM)

As a candidate for this role in Ahmedabad, you should have a solid background in customer success, account management, or enterprise sales with a minimum of 5 years of experience. It is essential to hold a Bachelor's or Master's degree in Business, IT, or a related field. Experience in working with international B2B clients in a fast-paced environment is highly preferred. Your expertise in SaaS, Unified Communications, or IT/Tech solutions will be beneficial for this position. Your role will involve acting as the main point of contact for key accounts post-onboarding. You will be responsible for establishing and nurturing deep relationships with decision-makers and stakeholders. Regular check-ins, reviews, and success planning with clients will be part of your routine. Additionally, identifying opportunities for upselling and cross-selling of products will be crucial for revenue growth. Collaborating with the sales and product team to offer customized solutions based on client needs is also a key responsibility. You should possess strong communication, relationship-building, and negotiation skills. A proven track record of successful upselling/cross-selling to existing customers is essential. Managing multiple accounts efficiently and prioritizing tasks effectively will be required. Familiarity with CRM tools such as HubSpot and Salesforce, as well as billing platforms, is expected from you. Your responsibilities will include resolving any billing-related queries or escalations from clients. You will need to explore expansion opportunities within existing accounts, such as new geographies, departments, or use cases. Supporting customer lifecycle growth plans from pilot to enterprise-wide adoption is another crucial aspect of this role. Monitoring client satisfaction through feedback loops and NPS surveys will be necessary to ensure customer advocacy and retention. In summary, this role requires a dynamic individual with a proactive approach to account management, revenue growth, and customer advocacy. Your ability to build strong relationships, identify growth opportunities, and drive product adoption will be instrumental in achieving success in this position.,