Astrotalk - Assistant Manager - Customer Success (3-5 yrs)

- We are seeking a highly motivated and results-oriented Assistant Manager - Customer Success to join our growing team.

- In this role, you will play a crucial part in ensuring customer satisfaction and driving long-term customer relationships.

- You will be responsible for overseeing customer onboarding, managing customer accounts, and identifying - opportunities for improvement within our customer success processes.

Key Responsibilities:

Customer Onboarding:

- Develop and execute effective onboarding plans for new customers, ensuring a smooth and successful transition.

-Conduct product demonstrations and training sessions to educate customers on product features and functionalities.

- Proactively address any customer concerns or issues that arise during the onboarding process.

Customer Account Management:

- Build and maintain strong relationships with assigned customer accounts.

- Act as the primary point of contact for customer inquiries and requests.

- Proactively identify and address customer needs and pain points.

- Conduct regular customer health checks and proactively identify potential risks or challenges.

- Monitor customer usage and identify opportunities for upselling or cross-selling.

Customer Success Strategy:

- Contribute to the development and implementation of customer success strategies and best practices.

- Analyze customer data and feedback to identify areas for improvement in product, service, and support.

- Develop and implement programs to improve customer satisfaction and loyalty.

Team Management (if applicable):

- Lead and mentor a team of Customer Success Representatives.

- Set performance goals, provide feedback, and conduct performance reviews.

- Foster a positive and collaborative team environment.

Communication & Collaboration:

- Effectively communicate with customers, internal stakeholders (Sales, Product, Engineering), and cross-functional teams.

- Prepare and present reports and presentations on customer success metrics and performance.

Qualifications:

- Bachelor's/ master's degree in Business Administration, Marketing, or a related field.

- 3+ years of experience in Customer Success, Account Management, or a related field.

- Experience working with SaaS or technology-based products is highly preferred.

- Proven ability to build and maintain strong customer relationships.

- Excellent communication, interpersonal, and presentation skills.

- Strong analytical and problem-solving skills.

- Ability to work independently and as part of a team.