Customer Success Manager

As the Customer Success Manager, you will act as one point of contact and trusted advisor, providing customers with expert guidance on our solution, helping them with adoption and ROI. You will collaborate closely with multiple internal teams to address technical inquiries, help product usage, and offer concise explanations on our products' capabilities and potential applications.

Your expertise will foster customer confidence and support customers to realize their business goals.

You will also be responsible for managing the end-to-end customer lifecycle, onboarding, and account management. This role involves working with customers and internal teams across geographies to deliver effectively as a single point of ownership and the face of the organization to the customer.

The role’s key deliverables will include query addressal, issue resolution, spearheading customer onboarding, managing customer churn, improving Net Promoter Scores, ensuring ROI realization by meeting customer KPIs, and monitoring the health of accounts based on predefined parameters. Additionally, you will maintain high engagement levels through monthly customer meetings, secure effective customer referrals, and facilitate the creation of case studies and interviews for the accounts under your care

What will you do?

• Be a strong customer advocate by forecasting quality and delivery issues and driving organizational change using customer feedback.

• Develop a comprehensive and in-depth understanding of Ennoventure’s suite of solutions, including their features, functionalities, and applications across various industries, addressing clients' needs, challenges, and objectives.

• Collaborate with the internal teams to understand customer requirements, including problem statements, user base, and GTM plans and address queries effectively.

• Document project details such as artworks, packaging specifications, substrates, printing technologies, device demographics and work with the product and delivery teams to develop tailored solutions that address specific client needs and challenges.

• Conduct technical presentations, demonstrations, and product walkthroughs for prospective customers to showcase the capabilities and features of our solutions.

• Drive customer centricity, be updated on industry news and aim for customer delight

• Spearhead customer onboarding and monitor quality and delivery timelines with effective stakeholder communication.

• Manage customer churn, Net Promoter Scores, and ROI realization as part of account management.

• Maintain high-touch engagement and two-way communication by setting up regular cadence meetings and face to face connects with customers

• Ensure product delivery aligns with committed timelines, quality standards, and scope of work (SOW)

• Address and resolve ongoing customer issues and queries during and post-sale, serving as the primary point of contact for technical and business-related questions.

•Identify upsell and cross-sell opportunities, provide leadership updates and keep records on each account

What do we look for at Ennoventure?

• Bachelor’s degree in engineering or a related field is preferred

• Relevant experience in account management or solutions consulting, preferably in the SaaS industry.

• Excellent communication and presentation skills, with the ability to articulate complex technical concepts to non technical audiences.

• Hands-on experience in account management, customer onboarding, and working with international clients

•Proven track record of driving customer success initiatives and achieving account management targets.

• Experience with CRM and sales enablement tools such as Salesforce, HubSpot, or similar platforms.

• Familiarity with brand protection, anti-counterfeit solutions, or related domains is a plus.

• Highly organized, self-motivated, and proactive in nature.

• Strong attention to detail to ensure processes are captured accurately for varied customer deliveries.

• Strong automation background for streamlining manual processes, working on CSM tools