Customer Success Manager (Technical)

As a Customer Success Manager, you will be performing a broad range of tasks such as maintaining ongoing customer relationships, networking, implementing customer success programs, and minimizing churn. Provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests. Delivering and communicating ROI for our clients, throughout the customer lifecycle. Being the trusted partner for the customer on the use-case and product functionality. Provide clients with high-quality insight into the products/services and gain their commitment to engaging with the entire portfolio. Build, maintain, and share a comprehensive understanding of the client's business activity, market needs, and competitive environment. Review the customer data-driven insights and deploy actions that drive business outcomes for your clients. Consult and reengineer business processes to align to goals for the conversational solution. Work closely with the client stakeholders to establish strong working relationships. Manage changes to the project scope and project schedule. Perform risk management to minimize project risks. Create and maintain comprehensive project documentation. Managing reports and necessary documentation. Perform other related duties as assigned. Our ideal candidate should have:- Bachelors / Masters degree in engineering or related field 4+ years of work experience in a SaaS / product-based company as a Customer Success Lead / Client-facing role. Excellent communication & networking skills with structured thinking & clear logical thought processes. Exceptional Analytical thinking. Strong project management and people management skills. Ability to multi-task and manage various project elements simultaneously. Conflict resolution skills. Proficient in Jira, and Excel Proficiency in other project management tools is most welcome. Proficiency/certifications in Requirement gathering, Agile methodology, Scrum process, and Business Processes.