Customer Success Manager Agility Human Resource Management Services

4.0 - 7.0 years

5 - 7 Lacs

noida

Work from Office

As a Customer Success Manager (CSM) for Network Integration solution & services, you will be responsible for fostering long-term relationships with clients, ensuring the successful implementation and adoption of proposed solution & services, and maximizing the value clients derive from our services. You will act as the key liaison between customers and internal teams, ensuring customer satisfaction, retention, and growth. Key Responsibilities: Serve as the primary post-sale point of contact for a portfolio of clients. Drive customer onboarding and ensure a seamless implementation of Network Integration solutions & services (e.g. cloud infra, networking, cybersecurity, software platforms). Develop a deep understanding of clients' technical environments, business needs, and strategic goals. Communicate regularly with customers to understand their needs, answer questions, and provide support. Help customers understand the value of our company product or service and how to best utilize it. Develop and maintain strong relationships with customers, building trust and rapport. Monitor proactively customer health, customer satisfaction and usage metrics to identify risks and opportunities. Conduct regular performance reporting to demonstrate value. Collaborate with product, sales, support, and engineering teams to resolve issues and deliver solutions. Identify upsell and cross-sell opportunities and support renewal cycles in partnership with sales. Stay updated on industry trends, emerging technologies, and competitive offerings. Qualifications: Bachelors degree Technology, Science or Business, or a related field. 3+ years of experience in customer success, account management, or technical support Information & Communication technology domain. Strong knowledge of ICT products and services (e.g. managed services, networking solutions, SaaS, IaaS). Excellent communication, presentation, and interpersonal skills. Ability to translate technical concepts into business value. Strong analytical, problem-solving, and project management skills. Preferred Skills: Certifications such as ITIL, PMP, or CSM are a plus. Experience working with enterprise clients or in B2B environments. Ability to manage multiple accounts and priorities in a fast-paced environment. Familiarity with agile methodologies and cloud technologies (AWS, Azure, etc.). Success Metrics: Customer satisfaction (CSAT) Customer retention and renewal rates Expansion revenue (upsell/cross-sell) Time-to-value and adoption rates

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