Customer Success Manager

The Customer Success Manager (CSM) plays a pivotal role in ensuring the successful use of "SuvarnaSetu Business App" by clients who have subscribed to the same and their retention. The primary objective is to drive customer satisfaction, engagement, and usage of the app, ultimately contributing to customer retention and business growth.

This role requires a proactive and customer-centric individual who can drive customer success through effective communication, relationship-building, and a deep understanding of the SuvarnaSetu Business App's value proposition.

Adaptability, problem-solving skills, and a passion for customers delight are key attributes for success in this role. The ideal candidate should be well-organized and creative in finding solutions to common issues. They should possess knowledge of various digital marketing solutions and be able to suggest strategies to jewellers to increase app-based transactions. The candidate should add measurable value to the jewellers business.

Job Responsibilities:

Product Training:

Provide in-depth training sessions to the clients and their staff, showcasing the key features and functionalities of the app.

Develop and maintain comprehensive training materials, documentation, and resources.

Account Management:

Serve as the main point of contact for assigned clients, building strong relationships and understanding their unique requirements.

Regularly check in with clients to assess their satisfaction, address concerns, and identify opportunities for improvement.

Usage Optimization:

Analyze clients usage patterns and proactively suggest ways to optimize their utilization of the SuvarnaSetu Business App.

Provide recommendations on additional features or upgrades based on customer needs.

Customer Communication:

Communicate product updates, new features, and best practices to clients & their staff on a regular basis.

Share success stories and case studies to showcase the value of the app and its impact on businesses.

Issue Resolution:

Act as a liaison between clients and the technical support team, ensuring timely resolution of any issues or concerns.

Escalate and prioritize critical clients issues, collaborating with cross-functional teams for swift resolutions.

Customer Feedback:

Gather clients feedback on their experiences with the SuvarnaSetu Business App.

Use feedback to identify areas for improvement and share recommendation to the management and internal teams to implement necessary changes.

Renewal Management:

Monitor subscription renewals and proactively engage with clients prior to renewal dates.

Present the value proposition and benefits of renewing the subscription to secure customer loyalty.

Clients Advocacy:

Identify satisfied customers who can act as advocates for the SuvarnaSetu Business App.

Encourage customers to participate in case studies, testimonials, and referral programs to motivate other clients.

Regular Reports and Analysis:

Establish and track key performance indicators (KPIs) related to clients satisfaction, app usage, and renewal rates.

Provide regular reports and insights to management on clients success metrics.

Required Skill Sets:

• Excellent communication, presentation, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Familiarity with CRM tools and customer success platforms.
• Ability to understand client needs and provide effective solutions to create win-win situations.

Education: Master OR Bachelor's degree in Business, Marketing, or a related field.

Experience: 4 - 5 Years Experience. Add on advantage to the candidate having experience of Jewelry OR Diamond retail/wholesale/manufacturer industry