Customer Success Manager

In Kovaion, Customer Success Managers (CSMs) / Solution Architect form the backbone of Project Delivery & Customer Retention. They are responsible for building strong relationships with customers, ensuring customers get the most value out of our services, and ultimately driving customer retention and growth. This unique role combines the strategic relationship management of a Customer Success Manager (CSM) with the project execution expertise of a Project Manager. You'll be responsible for ensuring customer success throughout the entire lifecycle, from onboarding to ongoing optimization.

Job Responsibilities:

Acting as a trusted advisor, understanding customer needs and goals

Ownership of multiple project accounts

Proactively identifying and resolving customer(s) issues

Handling the Project Team and ensuring Project Deliverables

Monitoring customer health and proactively addressing churn risk

Tracking key customer success metrics and reporting on progress

Educating customers on best practices

Work directly with the Project Team to plan and execute scheduled activities.

Create and execute project work plans and revise them as appropriate to meet changing needs and requirements.

Actively monitor and track progress toward objectives and project scope,

Plan and schedule project timelines and milestones.

Identify tasks and resources needed, assign individual responsibilities, and manage resources on assigned tasks.

Facilitate team and user meetings effectively.

Ensure project documents are complete, current, and stored appropriately.

Identifying upsell and cross-sell opportunities to increase customer lifetime value

Required Experience:

8 - 12 Years' experience working in Oracle Landscape.

Strong communication and interpersonal skills

Ability to build trust and rapport with customers

Excellent problem-solving and analytical skills

Proactive and resourceful approach

Deep understanding of the company's product or service

Customer-centric mindset

Proven experience in customer success or project management (or both)

Strong understanding of project management methodologies (e.g., Agile, Waterfall)

Excellent communication, interpersonal, and relationship-building skills

Ability to manage multiple priorities and deadlines in a fast-paced environment

Proactive, resourceful, and data-driven approach to problem-solving

Deep understanding of the company's product or service

Strong interpersonal skills.

Strong track record of meeting project objectives.

Ability to adapt to shifting priorities, demands, and timelines through analytical and problem-solving capabilities.

This role is ideal for a highly motivated and organized individual who thrives in a customer-centric environment. You'll have the opportunity to wear two hats, driving project success while fostering long-lasting customer relationships (it involves 80% delivery and 20% sales)