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Engaged Employer

Icertis

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3.4

based on 302 Reviews

Video summary

24 Icertis Jobs

Manager, Customer Success Management

ICERTIS Solutions

3.4

based on 302 Reviews

9-14 years

Pune

1 vacancy

Manager, Customer Success Management

Icertis

posted 4hr ago

Job Role Insights

Flexible timing

Key skills for the job

Power BI Data Analytics Salesforce Project Management CRM Customer Experience Management

+ 3 more

Job Description

Monitor Customer Activity Identify Engagement Opportunities -
- Conduct data-driven analysis to identify and segment customers based on their journey stage, persona, and overall engagement.
- Alert key Icertis stakeholders (Customer Success Managers, Account Directors, etc.) when one-to-one engagement is needed.
- Provide actionable insights, recommended engagement activities, and relevant analytics to Icertis team members.
- Ensure the timely completion of engagement activities by Icertis team members.
Execute Scalable Digital Adoption Campaigns -
- Leverage data-driven insights to identify adoption campaign topics.
- Collaborate with subject matter experts (SMEs) to create and curate impactful, scalable adoption content.
- Deliver content via one-to-many channels such as webinars, email campaigns, and office hours.
- Partner with Marketing to align on content and campaign execution.
- Promote campaigns internally, ensuring customer success teams are aligned and engaged.
- Monitor engagement levels and the overall effectiveness of digital adoption campaigns, reporting insights and improvements.
On-Demand Content Delivery -
- Collaborate with SMEs to identify, curate, and maintain relevant adoption content for the Icertis customer community.
- Maintain a repository of adoption content that can be reused and adapted across various customer segments.
Measure and Optimize Customer Success Impact -
- Continuously track, measure, and analyze data to demonstrate the impact of customer success programs and engagements.
- Fine-tune existing processes and experiment with new approaches to enhance the customer journey and adoption rates.
- Contribute to continuous improvement initiatives and pilot new programs to optimize digital adoption and customer engagement.
Utilize Gainsight, Salesforce, Power BI, Excel, and other tools to implement programs and monitor customer health and program outcomes.

3+ years of experience in Customer Success, Marketing, or Operations, with a focus on digital campaigns, adoption at scale and data-driven strategies.
Strong analytical skills with the ability to interpret customer data and deliver insights that influence stakeholder decision-making.
Proven experience working with CRM tools such as Salesforce and Gainsight and analytics tools such as Power BI.
Demonstrated experience in leading one-to-many customer meetings, training sessions, and monitoring user engagement at scale.
Excellent communication skills (both verbal and written), with a strong ability to articulate strategies and plans.
Proven project management skills, with the ability to manage multiple initiatives concurrently and deliver results.
Bachelor s degree or equivalent experience with a customer-centric mindset.