Manager - Customer Success

Job Description

The person leading this role would be expected to: - Build strong relationships with our customers, serving as their primary point of contact - Conduct onboarding and training sessions to ensure customers are successfully onboarded and educated on our products - Collaborate with the sales team to identify upsell and cross-sell opportunities and help drive customer expansion - Conduct regular check-ins with customers to ensure they are achieving their desired outcomes and to address any issues or concerns they may have Do the cost benefit analysis and get these vet from customers Make the value realization from shop floor to the top floor Drive close engagement with CXOs to communicate the value achieved and new directions of the project / growth Publish MIS to various stakeholders customized as per their hierarchy to have everyone mapped with their specific needs - Work closely with the customer support team to ensure timely resolution of any technical issues or product-related questions - Actively monitor customer health and engagement to identify and mitigate any risks of churn - Provide feedback to the product team on customer needs and feature requests to drive product development - Maintain accurate and up-to-date customer information - Participate in customer-focused projects and initiatives as needed Skill sets/Experience we require: - 8 + years of experience in customer success or account management - Strong interpersonal and communication skills, with the ability to build rapport with customers and collaborate effectively with internal teams - Ability to understand and articulate technical concepts in a clear and concise manner - Proven track record of driving customer satisfaction, retention, and expansion - Strong organizational skills and attention to detail - Ability to prioritize and manage multiple tasks in a fast-paced environment - Must be able to manage multiple stakeholders and complex business engagements - Ready to travel - About 50-60% Pedigree: - Bachelor s degree in Engineering - MBA from Tier 1 college preferred