Senior Customer Success Manager @ Andheri - East (B2B - SaaS)

Job Description

Key Responsibilities: 1.Customer Relationship Management oServe as the primary point of contact for high-value clients, ensuring their needs are met and expectations exceeded. oBuild and maintain long-term relationships to foster trust. oCreate targeted campaigns and initiatives to engage customers, drive usage, and promote loyalty. oActively engage with clients to gather feedback and address concerns promptly. 2.Customer Journey Mapping & Revenue Maximization oMap out the end-to-end customer journey to identify touchpoints and opportunities for improvement. oIdentify opportunities for up-selling and cross-selling aligned with the clients goals and company offerings. oDevelop account strategies to drive business growth and ensure profitability. oCollaborate with sales and marketing teams to create tailored proposals for clients. 3.Strategic Planning & Execution oDevelop and implement customer relationship strategies that align with the organizations objectives. oMonitor client metrics and KPIs, including satisfaction scores, retention rates, and revenue. oCreating custom centric programs for client servicing and retentions. oAnticipate client needs and proactively suggest solutions to address challenges. oCollaborate with cross-functional teams to ensure alignment of CRM initiatives with product development, marketing, sales, and support efforts 4.Team Leadership & Collaboration oMentor and guide junior relationship managers or account executives. oCollaborate cross-functionally with internal teams, including product, sales, and customer support, to deliver seamless client experiences. oAct as a client advocate during organizational decision-making processes. 5.Customer Support and Service Excellence oOversee the customer support function to ensure prompt and effective resolution of customer inquiries, issues, and concerns. oImplement service level agreements (SLAs) and performance metrics to monitor and improve the quality of customer support. oDevelop training programs and resources to empower support teams to deliver exceptional service. 6.Data Analytics, Reporting & Documentation o Maintain accurate records of client interactions, contracts, and other relevant details in CRM tools. o Translate data-driven insights into actionable strategies for enhancing the customer experience o Prepare and present reports on key performance indicators (KPIs) related to customer satisfaction, revenue forecasts, retention, and loyalty programs to senior leadership.