Customer Success Manager

Job Description

Customer Success Manager About us GRG India is a SAAS company providing products in incentive and reward management. Our SAAS product- “My Incentives” helps companies engage and incentivize their Sales teams, customers, and channel partners. Our clients include some of India’s top brands across BFSI, FMCG, Construction, IT, Agro Chemicals, and Automotive industries. 'My Incentives' is a b2b, no-code enterprise SaaS product. We automate the end-to-end sales and channel incentive process, typically for large companies with 2,000+ member strong frontline and channel sales teams. Specifically, we keep our clients' brands and sales top of mind for the sales and channel sales reps via: Automating the admin hassle of executing and calculating sales incentives Our sophisticated, real-time engine ingests and transforms the data and calculates incentives in real time Gamifying and motivating front line and channel sales teams Providing visibility to the regional sales leadership Driving zero leakages and zero fraud in incentive payouts Key purpose of the role In this role, you will be responsible for overall client experience with our organization and our products. You will work closely with clients in identifying, understanding, and meeting their specific needs and pain points. Ensure the day-to-day delivery of all operational elements in a timely manner and to a high-quality standard. Provide insights and actionable recommendations during presentations or business reviews and also by providing value-added analysis. Success in this role will be demonstrated by improved client retention and satisfaction while growing new business opportunities with existing clients. Responsibilities of the Role Operational Excellence Manage the delivery of various client accounts. Prepare appropriate operational documentation for your accounts ie. Monthly program reports, Statement of Work, Project plan, programme documentation, SOP’s etc. Develop and manage strong relationships with other internal departments to ensure outstanding service and solutions. Customer Satisfaction Develop and manage strong relationships with clients that ensure retention of clients. Ensure high standards of delivery and resolve client service concerns. Conduct regular formal reviews with clients to ensure satisfaction and identify opportunities for improvement. New Client Launch Take ownership of onboarding new customers on the product. Develop project plan and Ensure structured and smooth experience to customers till product adoption. Conduct product walkthroughs and training sessions for new clients Develop onboarding project plans, define success milestones, and track progress against key timelines. Financial Performance Identify potential opportunities to add value and grow client relationships Responsibility for accurate invoicing, forecasting and financial performance of client programmes Work with Line Manager to support the delivery of growth revenue in line with agreed budgets. Learning & Growth Build strong relationships with internal departments to ensure understanding of all appropriate products and services. Contribute to product development- Identify and recommend enhanced and new features that answer clients' business needs and add value to our product offering. Demonstrate GRG India values and behaviors in all interactions with clients and colleagues. Principal working relationships External Clients Main point of contact for client for day-to-day delivery of agreed account elements. Build and maintain ongoing relationships with the identified key persons within the client organization. Internal: AVP Client Solutions Senior Manager Client Solutions Account Lead AVP Reward Operations Senior Manager Reward Operations Skills and Experience Essential Ability to communicate effectively with clients – being able to build rapport quickly & maintain and develop ongoing productive relationships. Data Driven Approach - Ability to analyze data and recommend proactive initiatives to drive value through the program. Excellent organizational and project management skills. Ability to plan and prioritize tasks, anticipate problems and act to minimize risks. Manage time effectively Ability to juggle multiple projects at once - Thrives on pressure Proven track record of delivering profitable programmes for clients Experience: 3- 5 years' experience in growing engagement and servicing clients. (Preferably reward and incentive programs , IT Services background) Desirable Personal Qualities A positive upbeat attitude - able to establish trust easily Consistent and self-disciplined Commercial and financial acumen Excellent written and oral communication skills Job Types: Full-time, Permanent Pay: ₹700,000.00 - ₹850,000.00 per year Benefits: Cell phone reimbursement Health insurance Life insurance Paid sick time Paid time off Provident Fund Work from home Schedule: Day shift Fixed shift Monday to Friday Morning shift Ability to commute/relocate: Sewri, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required) Application Question(s): Do you have exposure into IT Services Domain ? Education: Bachelor's (Required) Experience: Account management: 3 years (Required) Microsoft Excel: 4 years (Required) Financial analysis: 3 years (Required) Client handling: 3 years (Required) Language: English (Required) Work Location: In person