Info Edge - Assistant Vice President/Senior Manager - Customer Success - Zwayam (5-12 yrs)

Job description for Customer Success Manager - Zwayam Hire

- The Customer Success team of Zwayam is looking for a driven and customer-focused Customer Success Manager (CSM) to serve as a primary contact point for Zwayam's customers.

- You will have responsibility for partnering with a set number of assigned accounts, maintaining a continual focus on the customer's business goals to improve their overall technical and operational health and realize the maximum value out of their investment on Zwayam.

- The Customer Success Manager maintains awareness of the customer's key events, needs, potential risks, and value drivers.

- As a trusted advisor, the CSM will build a track record in customer success through superb communication and extensive knowledge of the Zwayam Hire- platform to ensure optimum leverage for the business requirements through usage of Zwayam's key features.

- The CSM is would strive to become the go-to person for the customer for any event, process and optimization related to the Talent Acquisition function for their organization.

- As a Customer Success executive, your role is focused on managing relationships with our newly onboarded clients.

- You will also be responsible for ongoing care and growth opportunities.

- The role will require an Customer Success Executive with exceptional project management skills.

- You will be expected to feed into the continuous improvement of our process, products, and service to Partnerships and Clients as we scale. You will work closely and cross-functionally with all teams across the business including sales, data insights, compliance, and engineering.

Educate customers on how existing and new product features/functionality will contribute to the growth of their business.

- Be the Voice of the Customer & a Product and Company advocate at the same time.

- Handle and respond to customer queries and requests.

- Develop an intimate understanding of your customers' business.

- Enlighten our customers with insights gleaned from their own data and industry trends.

- Ensure customers get maximum value from Zwayam by leveraging full platform functionality.

- Liaison between your customers and the internal Zwayam team.

- Interact with clients to understand their specifications.

- Create and educate customers on best practices.

- Empathy towards the customer.

Role:

- 5+ years of experience in Customer Success or Customer Service in a SaaS company

- Understanding of recruitment processes and experience in recruitment domain is an absolute must.

- Excellent organizational skills and ability to juggle multiple projects at any given time.

- Great problem-solving skills, taking a consultative approach to find the best solution.

- Excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users.

- Comfortable giving presentations to groups of any size.

- Comfortable in Microsoft tools like excel and PowerPoint.

- Knowledge of SQL, Rest API, JSON, XML, Programming Languages are an added advantage.

Impact Expected:

- You would be an expert in the Zwayam Hire- platform features & functionalities.

- You would be a consultant for the customer for any integration capabilities of Zwayam with other tools/platforms in the Talent Acquisition space.

- You would own the renewal & expansion for a set of customer.

- You would secure referrals and advocacy collaterals from your customers.

- Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.