Assistant Manager - Customer Success

Position : Assistant Manager - Customer Success

Location: Mumbai

Position Overview :

We are looking for a Customer Success Manager, as CSM you will be responsible for building strong relationships with our customers and ensuring their success with our software-as-a-service (SAAS) solutions. You will be the primary point of contact for assigned customers, working closely with them to understand their business needs, and ensuring they achieve their desired outcomes using our products. You will collaborate with other teams within the organization to drive customer satisfaction, retention, and expansion. You shall onboard new customers by taking them through each phase of the digital transformation journey - Awareness, Consideration, Evaluation, Value realization and scale-up. You shall evaluate the value realized by each customer based on their processes and craft a ROI document. Cost benefit analysis, ROI calculations and mapping stakeholders from bottom to the top shall be the key KPIs of a customer success manager. Pitching the customized decks to each stakeholder in the decision-making process and ensure positive customer experience and visibility across all hierarchy levels with the customers organization. Key stakeholders to manage include maintenance managers, reliability heads and CXOs (Chief Manufacturing Officers, Manufacturing Directors, Chief Digital Officers, Chief Executive Officers, Maintenance Managers, Promoters and Owners of the groups).

Your responsibilities:

The person leading this role would be expected to:

- Build strong relationships with our customers, serving as their primary point of contact

- Conduct onboarding and training sessions to ensure customers are successfully onboarded and educated on our products

- Collaborate with the sales team to identify upsell and cross-sell opportunities and help drive customer expansion

- Conduct regular check-ins with customers to ensure they are achieving their desired outcomes and to address any issues or concerns they may have

- Work closely with the customer support team to ensure timely resolution of any technical issues or product-related questions

- Make specific reports to various stakeholders in an account

- Actively monitor customer health and engagement to identify and mitigate any risks of churn

- Provide feedback to the product team on customer needs and feature requests to drive product development

- Maintain accurate and up-to-date customer information

- Participate in customer-focused projects and initiatives as needed

Skill sets/Experience we require:

- 5 + years of experience in customer success or account management

- Strong interpersonal and communication skills, with the ability to build rapport with customers and collaborate effectively with internal teams

- Ability to understand and articulate technical concepts in a clear and concise manner

- Proven track record of driving customer satisfaction, retention, and expansion

- Strong organizational skills and attention to detail

- Ability to prioritize and manage multiple tasks in a fast-paced environment

- Good Knowledge of Condition based Monitoring of Rotating equipment

- Ready to travel

Pedigree:

- Bachelor s degree in Engineering

- MBA from Tier 1 college preferred