Customer Success Manager

SHIFT TIMINGS - 5:30 PM - 2:30 AM (NIGHT SHIFT)

WORK FROM OFFICE -GURUGRAM - MON-FRI

Position - Customer Success Manager - Channel Partner

QuickLaunch

QuickLaunch is the only AI-first identity and integration platform-as-a-service platform (IDaaS and iPaaS) that transforms how cloud-savvy institutions and companies manage human and device authentication, authorization, access control and integration. QuickLaunch leverages AI to autodetect threats and step up authentication. More than 500 institutions and companies such as Jenzabar, Unifyed, OculusIT, New Mexico State University, Colorado Community College System, BlackBeltHelp trust QuickLaunch to protect and manage over 2,000,000 identities and integration to over 3,000 applications such as Salesforce, Adobe Creative Cloud, Box, Canvas, Blackboard, G Suite and Office 365.

Website: http://www.quicklaunchsso.com/

Primary Responsibilities

• Own a portfolio of ~200 strategic portfolio channel partner accounts (includes top Educational Institutions mainly in North America) worth ~$5M
• Be the primary owner of the post-sales process (including kick-off, launch, QBRs, renewal, upsell, collections, invoicing) and lead a cross functional team of sales, implementation, learner support and product resources to help the customer start strong from day one
• Drive account growth through upsells and renewals in coordination with channel partners
• Analyze product gaps through interactions with customers and route it back internally
• Develop a deep product knowledge of all product lines. Ability to showcase product demo + work out solutions for business use cases using best product-fit
• Drive key metrics like NPS, engagement, completion and learner satisfaction by helping customers organize awareness campaigns, info-sessions, webinars and analyze metrics and data to identify gaps
• Responsible for all aspects of renewal including but not limited to payment update, upselling and upgrade processes. Includes aspects of internal pricing, managing channel partner commission, channel partner relationships
• Delivery of periodic (monthly/quarterly) Customer Success Forums (CSF) and Quarterly Business Reviews (QBRs) with Customers, specifically Customer Advisory Board(CAB) members to review and analyze statistics, metrics, and provide recommendations
• Drive periodic communication coordinating with marketing to channel accounts about QuickLaunch products
• Act as an escalation point to drive problem resolutions in a timely and proactive manner
• Identify at-risk renewals and deliver on customer remediation plan
• Should be able to create Statement of Work basis the pricing sheet for the product making sure that cost v/s revenue factors are well taken care off
• Build positive relationships with the key contacts, within each of your client accounts. Get to know as much about them as possible e.g. birthday, hobbies, family etc.

Required Skills & Experience:

• 8 to 10 years of experience
• Excellent communication skills are a must, ability to clearly communicate with western clients
• Experience working with US clients, will be highly regarded
• Good skills in MS Office. Excel, PowerPoint and Word
• Working knowledge of CRM Systems will be highly regarded. Salesforce.com would be a plus
• A good attitude, and ability to build relationships with a variety of different personality types
• Relational intelligence.
• Relationship building. Discernment.