Customer Success Manager

Looking for a role that builds your account management and client consulting skills while driving your own growth? Then this is for you!

Our Customer Success teams focuses on establishing and expanding relations with some of the India's largest tech companies.

The Customer Success Manager is responsible for handling key client accounts and working alongside Engineering teams, business analysts in sprint planning - CSM will act as Subject Matter Expert for our Enterprise Clients - and will effectively train our clients on product features and product capabilities, ensuring client success at all times. 

Roles & Responsibilities:-

• Develop and maintain strong client relations that promote retention, renewals and loyalty.
• Responsible for maintaining a positive and happy Net Promoter Score for your set of clients.
• Responsible for client advocacy. 
• Act as the subject matter expert for our enterprise clients.
• Product Feedback and Enhancements: Gathering customer feedback, analyzing important trends, and providing valuable insights to the product team and the business analysts to drive continuous improvement and enhance the product's features and functionality.
• Act as the ears and eyes of our product team.
• Work with engineering teams and business analysts to identify and prioritize client requests to deliver value and growth.
• Product Adoption: Assisting customers in effectively implementing and adopting the product, ensuring they achieve success at all times.
• Business Acumen: Having a strong understanding of the customer's business goals, challenges, and industry trends.
• Handle and own critical client escalations.

Experience and Skills :-

• Top-class communication skills. 
• Demonstrated understanding of customer use cases, and recommending solutions in the past.
• Empathy and passion for customer success - understand the human element that comes with customer success.
• Attention to detail. Should be a quick learner.
• Ability to handle clients in any situation.
• Willingness to know the product inside out. Ability to develop deep product knowledge and its technical aspects like API Integrations.
• Honest, dedicated, efficient, proactive and should have a can-do attitude.
• Experience working with SaaS companies (preferred)
• 2-3 years of experience of account management - handling enterprise clients.
• A creative problem-solver, capable of solving client queries when needed without relying on others.

You will interact with a broad level of client contacts like Talent Acquisition Leaders, Recruiters and Hiring Managers and HRTech.