Customer Success Manager

Organizational Overview:

• Yanolja Cloud Solution Pvt. Ltd. (YCS); formerly eZee Technosys, is a global end-to-end hospitality technology provider specializing in solutions for small and medium-sized accommodation businesses.
• With more than 450+ Team members and 17+ years of experience, YCS currently has 33,000+ customers in over 170 countries, with 50+ supported languages in our software, and a 24/7 support network to match.
• We have a Local team in 15+ countries including India, Thailand, Indonesia, Philippines, Sri Lanka, South Africa, Tanzania, Uganda, USA, and counting.

Job Summary:

• We seek a Customer Success Manager to deliver sustained client support and cultivate a robust professional network. The ideal candidate will contribute to relationship development, implement initiatives to enhance revenue streams and minimize client attrition.
• The role necessitates direct engagement with clients to resolve issues and ensure satisfaction throughout their active account status. Collaboration with colleagues and interdepartmental teams is essential to ensure timely resolution of client inquiries and concerns.

Roles & Responsibilities:

• Develop and implement a formalized customer onboarding procedure.
• Cultivate and sustain robust client relationships, guaranteeing consistent value provision and promoting loyalty.
• Serve as a strategic advisor, providing comprehensive support to clients throughout their engagement.
• Engage in interdepartmental collaboration with marketing and product teams to ensure a unified customer journey.
• Analyze customer data to ascertain trends, potential opportunities, and areas necessitating enhancement.
• Identify prospective opportunities through the in-depth comprehension of client requirements and product compatibility.
• Collect and leverage client feedback to guide product enhancements and pinpoint potential candidates for case study testimonials.

Top 5 Key Competencies:

• Proven ability to communicate effectively and foster positive business relationships.
• Strong relationship management and interpersonal skills.
• Analytical mindset to evaluate customer health and engagement metrics.
• Ability to work collaboratively across support and product teams.
• Technical proficiency in SaaS solutions and familiarity with CRM tools (e.g., HubSpot, Salesforce).

Qualifications:

• Proven experience as a Customer Success Manager in a SaaS environment.
• Familiarity with customer success platforms and CRM tools.
• Strong English communication skills.
• A minimum of a Bachelor's degree is required.