Manager - Customer Success (9-15 yrs)

Experience : 10+ Yrs

Location : Mumbai

Position : Customer Success Manager

Position Description :

We are looking for passionate, energetic, and results-oriented individuals to join our team as a Customer Success Manager (CSM). The Customer Success Manager (CSM) is expected to manage the customer experience for a specific group of customers and help grow and maintain revenue. CSM is the Customer's Advisor who serves as a key point of contact and as a liaison between the customer and the various departments within Ivy.

The key deliverables are :

- The CSM will understand the customer's business needs to ensure customer satisfaction and encourage continued long-term relationship.

- Help identify opportunities where Ivy solutions fit their ongoing business strategy.

- Understand customer outcomes by communicating with customers, analyse customer health metrics, run NPS and gather other feedback.

- Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.

- Represent the voice of the customer to provide input into every core product, marketing and sales process.

- Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support.

- Collaborate with the engineering and development team to set up or configure our software platform as per customers' requirements and troubleshoot technical issues raised by customers.

- Gauge customers' levels of engagement with the company and provide feedback to the other teams regarding product and service improvements.

- Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base.

Skills and Qualifications :

- Experience working with large enterprise customers.

- Exceptional communication skills, highly organized, collaborative and detail oriented.

- Strong analytical skills, with the ability to translate data into insights. Experience with Excel preferred.

- Comfort in a startup environment we move quickly and wear many hats in a dynamic environment.

- Excellent communication and interpersonal skills.

- Flexible approach, able to operate effectively with uncertainty and change.

- Driven, self-motivated, enthusiastic and with a "can do" attitude.