Customer Success Manager

Customer Success Manager

Location:- Pune

Roles & Responsibilities:-

• Develop and maintain strong client relations that promote retention, renewals and loyalty.
• Responsible for Net Promoter Score for your set of clients.
• Responsible for client advocacy. 
• Act as the product 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)
• 0-3 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.