Customer Success Manager

As a Customer Success Executive at Kennect, you will play a pivotal role in ensuring the overall satisfaction and success of our clients. You will be the primary point of contact for our customers, working closely with them to understand their needs, address concerns, and drive the adoption of our product. Your engagement with the customers will begin shortly after handover from the Implementation team.

Roles and Responsibilities:

Relationship Management - Serve as the main point of contact for the clients post go-live, building and maintaining strong relationships. Continuously engage with customers to understand their evolving needs and challenges. Act as customers voice for Kennects internal team.

Issue Resolution - Address and resolve any customer issues or concerns promptly and effectively. Work closely with internal teams, such as Tech Team and Product Team, to ensure timely resolution of customer challenges.

Product Adoption - Monitor and encourage the effective use and adoption of the product Identify opportunities to enhance the value customers derive from the product and provide guidance on best practices.

Feedback Collection - Actively seek feedback from customers on their experiences and use it to drive continuous improvement.

Health Checks and Monitoring - Conduct review sessions to assess customer satisfaction, usage patterns, and any potential issues.

Our Ideal Candidate:

Must possess excellent written and verbal communication and customer-relationship skills.
Proactive, high on integrity and has a strong desire to learn and apply learnings to help customers succeed.
Should be able to adapt to a high paced environment of learning and execution.
Should be a team player who strives for excellence & comfortable working both independently and collaboratively
Problem-solving skills and technical aptitude should allow him/her to adapt to new circumstances and learn quickly when facing new problems and challenges.
You will be looked upon to set an example for good work procedures and practices.
Experience 1-2 years from ICM/SPM Background
Technical skills- SQL, Excel. Advance Excel will be a plus. Prior experience in the SaaS industry would be an advantage.

Benefits:

Competitive salary
Health Insurance
Hybrid Work Culture
Opportunities for professional development and career growth.