Lead Customer Success Manager

Location: BayOne India HQ Udyog Vihar Gurugram Haryana

No Remote: Minimum 4 day onsite in person

Responsibilities:

• Escalation management, should be able to manage customer escalations and priority responses.
• Experience managing day to day operations, shift management, work prioritizations, capacity planning
• This will be the SPOC for customers and will manage BayOne relationship and work delivery
• Must have managed a team of CSM with below role and responsibilities.
• Client Relationship Management: Develop and maintain strong relationships with enterprise clients to ensure their satisfaction and success.
• Onboarding and Training: Assist clients with the onboarding process, providing training and support to ensure they effectively use the hardware solutions.
• Account Management: Manage a portfolio of enterprise accounts, ensuring customer satisfaction, retention, and growth.
• Strategic Planning: Develop and execute strategic plans to drive product adoption and maximize value for clients.
• Quarterly Business Reviews (QBRs): Lead QBRs and strategic meetings with key stakeholders to assess needs and opportunities.
• Problem Resolution: Address and resolve any technical or operational issues that clients may encounter.
• Feedback Collection: Gather and analyze customer feedback to guide continuous product and service improvement

Qualifications:

• Education: Bachelors degree in Engineering, Computer or a related field.
• Experience: 10+ years of experience in customer success, account management, or a related field.
• Skills: Excellent communication and interpersonal skills, strong organizational skills, attention to detail, and the ability to solve complex problems.