Manager - Customer Success (7-12 yrs)

Designation: Customer Success Manager - US Shift

Location : Pune(Hybrid)

Shift timings : 4:30 pm to 1:30 am (IST)

About iMocha

iMocha Skills Intelligence Cloud- is One unified platform that delivers "Skills-first" for Talent Acquisition (FTE & Contingent) and Talent Management for Upskilling, Reskilling, and Internal Mobility - any job role, any industry and at scale.

We help enterprises make intelligent talent decisions and build strong teams, from hire to retire. Today, iMocha is serving more than 400 customers and has helped organizations in acquiring or upskilling more than 200k+ employees with more than 3 million+ assessments.

Job Summary:

As a Customer Success Manager at iMocha, you will be responsible for fostering strong relationships with our customers to ensure their successful adoption, utilization, and satisfaction with our SaaS products. Your primary goal is to drive customer retention and expansion through proactive engagement and support.

Key Responsibilities:

- Product Adoption: As a Customer Success Manager, you will be responsible for maximum adoptions of our products.

- Stakeholder Management: Serve as the primary point of contact for assigned customer accounts, managing relationships and addressing any issues or concerns that arise.

- Customer Advocacy: Act as the voice of the customer within the company, providing feedback and insights to improve our products and services.

- Product Utilization: Monitor and analyze customer usage data to identify opportunities for deeper engagement and to ensure customers are achieving their desired outcomes.

- Training & Support: Provide training and support to customers, helping them to fully understand and leverage the features and capabilities of our SaaS solutions.

- Renewals & Upsells: Work with Account Managers to ensure timely renewals and identify opportunities for upselling additional features or services.

- Churn Prevention: Proactively identify and address potential issues that could lead to customer churn, implementing strategies to retain and grow accounts.

- Reporting: Track and report on key customer success metrics, including customer satisfaction, product usage, and renewal rates.

- Cross-functional Collaboration: Collaborate with sales, product, and support teams to address customer needs and drive continuous improvement.

Qualification:

- Education: Master's degree in business, Marketing, or a related field; relevant certifications or coursework in customer success or account management is a plus.

- Experience: 7+ years of experience in a customer success, account management, or similar role within a SaaS environment.

- Exposure to the USA geography: Candidate must have 5+ years of relevant experience in working with US companies and in the US time zone.

- Skills: Strong interpersonal and communication skills, with the ability to build and maintain relationships with customers. Excellent problem-solving abilities and a proactive approach to customer engagement.

- Technical Proficiency: Familiarity with SaaS products and technologies, with the ability to understand and explain technical concepts to non-technical stakeholders.

- Analytical Abilities: Ability to analyze customer data, track performance metrics, and make data-driven decisions to drive customer success.