Customer Success Manager

Purpose of the Role

• In this important role it is a CSM's job to ensure that our clients remain satisfied and their problems are solved within the stipulated TAT.
• Ensure that our clients are retained and they become long term customers.
• Finding out potential areas of product improvement/enhancement.

Roles and Responsibilities

Client Onboarding

• Directly onboarding and managing our clients by being the single Point of Contact.
• Assigning clients their credentials and passing the clientele information to internal teams.
• Confirming that the clients have received the packages/licenses as per the sales deal.

Training and Development

• Train our clients to ensure that they can utilize our platform efficiently and without any hassle.

Relationship Building

• Build and maintain a positive relationship with our clients.
• Evaluate risk management for each client and proactively avoid client dissatisfaction.
• Conducting periodic meetings with customers to do a health assessment.

Problem Solving

• Resolve issues of customers starting with a root cause analysis all the way to executing the solution and monitoring progress.
• Providing doubt clearing sessions to our clients whenever needed.

Documentation

• Maintaining all necessary information in the CRM tool and ensuring authenticity of data.
• Keeping M.O.M's after client calls.

Reporting

• Create periodic reports for internal use in the organization.
• Provide data to concerned stakeholders whenever necessary.

Coordination

• Closely communicate and collaborate with the appropriate cross-functional teams such as Billing, Product Management, Engineering etc., and coordinate touchpoints as required.

Retention

• Work on retaining clients by ensuring maximum renewals.
• Evaluate risk management for each client and proactively avoid client dissatisfaction.
• Finding out ways to reduce churn rate.

Desired Candidate Profile

• Have at least 2-5 years of experience in customer service/account management/customer success in a product based tech company.
• Candidates who have worked in B2B IT Sales will be preferred.
• Must be able to speak and communicate in Gujarati.
• Must be residing in Gujarat.
• Strong problem-solving and analytical skills, with the ability to think strategically.
• Ability to explain complex technical concepts in business-friendly terms to customers. Must be able to communicate efficiently with stakeholders.
• Bachelor's degree in technical or a related field. A masters degree or MBA would be a plus.