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Customer Success Mgr

Customer Success Mgr

Replicon

3 - 5 years

5 - 7 Lacs

Kolkata Mumbai New Delhi Hyderabad Pune Chennai Bengaluru

Posted:10 hours ago| Platform:

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Skills Required

Usage Relationship Cloud Customer experience Management Retention strategies Product support Monitoring Salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

Day-to-day responsibilities for the Customer Success Manager may include, but are not limited to:
Manage a portfolio of accounts to provide a seamless customer experience Proactively engage with your book of business, identifying opportunities for increased adoption, consumption, and expansion throughout the whole customer lifecycle Support onboarding efforts by providing customers with the knowledge and skills to use Deltek s solutions effectively Effectively communicate the value and benefit of Deltek s solutions to customers Develop a trusted advisor relationship with the customer such that all Deltek actions are closely aligned with the customer s business goals and strategy Conduct regular business reviews according to product and ACV expectations, and report to management on goal status, upcoming initiatives, and expansion opportunities Utilize Allego and other available learning platforms for continuous learning and personal development, staying current with product content, industry trends, and Customer Success best practices Update primary systems (e.g. Salesforce, Gainsight) daily to enable proper planning and seamless collaboration; maintain accurate and up-to-date notes of customer interactions, statuses, and feedback Address and resolve any customer concerns or issues that may impact their decision to renew, coordinating with internal cross-functional teams as necessary (Cloud, Product, Support, Renewal & Growth) Analyze customer data and monitor satisfaction and usage metrics to identify trends, provide recommendations for improving the customer experience, and identify opportunities for upselling or addressing potential risks Anticipate and communicate at-risk customer situations early on, utilizing Gainsight Call to Action (CTA) to develop tailored retention strategies and ensure risk CTAs are resolved

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Replicon

Software Development

Calgary Alberta

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Customer Success Mgr