Manager-Customer Success

• Position Title: Manager- Customer Success
• Department: Customer Success
• Job Scope: India
• Location: Delhi/Noida, India
• Reporting to: Senior Director- Customer Success
• Work Setting: Onsite

Purpose of the Job

As a Manager/Sr. Manager Customer Success, is responsible for successful campaign implementation, on-going client management, campaign KPI achievement, campaign renewal and feature upsell, ensuring timely and profitable results for both our customers. This role demands a young professional with an understanding of the media/creative agency industry and healthcare and a proven track record of account management.

• Key Responsibilities

• Customer Relationship Management:

1. Build and maintain strong relationships with key clients in the healthcare industry, serving as a trusted advisor and advocate for their success.
2. Conduct regular business reviews with strategic clients to assess satisfaction, identify opportunities for improvement, and drive value realization.

• Cross-Functional Collaboration:

1. Collaborate closely with sales, product, and support teams to ensure seamless coordination and alignment in delivering value to customers.
2. Act as a liaison between customers and internal teams, advocating for customer needs, driving the prioritization of product enhancements, and supporting initiatives.

• Customer Success Operations:

1. Develop and implement processes and best practices to optimize customer success operations, including onboarding, adoption, retention, and renewal processes.
2. Establish key performance indicators (KPIs) and metrics to track and measure customer success outcomes, driving continuous improvement and accountability.

• Strategic Account Management:

1. Collaborate with Sales teams to identify upsell and cross-sell opportunities, driving revenue growth and expansion within existing accounts.

• Qualifications Requirement: Experience, Skills & Education

• Qualification: Bachelors Degree and Masters degree in any discipline
• Experience: Minimum 2 years of experience in a Pharma organization, or advertising agency or digital agency. Digital Health and/or Pharma experience is a plus.
• Excellent written and verbal communication skills including the ability to explain complex concepts in simple terms to clients, adapting to different cultural communication styles, and often in a group setting
• Independent, self-starter who thrives in start-up environments (resourceful, creative, passionate, adaptable, embraces challenge, etc.)