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Customer Success Manager
NAKAD
posted 6d ago
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Job Description
We are seeking a highly motivated and experienced Customer Success Manager/Senior Customer Success Manager to join our team. The ideal candidate should have 2-3 years of work experience, preferably in Supply Chain Finance, product operations, or process excellence. Candidates from Tier 1 or 2 colleges will be preferred. As a Customer Success Manager, you will play a crucial role in ensuring the success and satisfaction of our customers.
Desired Profile:
- Candidates from Tier 1 or 2 colleges with 2-3 years of work experience, preferably in Supply Chain Finance, product operations, or process excellence.
- Strong willingness to work in an early-stage startup.
- The customer-first approach in all aspects of work.
- Ability to go beyond the scope/description of work to deliver exceptional results.
- Quick thinking and problem-solving skills to effectively implement our product with customers.
Roles and Responsibilities:
Customer Experience Management:
- Collaborate with CFOs and Finance heads of customer organizations for post-sales onboarding into the NAKAD platform.
- Provide end-to-end support for the implementation of NAKAD products, acting as a bridge between the customer and the NAKAD Tech team.
- Work on customized solutions for customers, considering their feedback and requirements.
- Act as a dedicated resource to guide and support customers until they have completed over 10 transaction cycles on the NAKAD platform.
Process Development:
- Identify and design a playbook for the onboarding process of customers after sales.
- Develop metrics and standard playbooks to measure and track product utilization.
- Create strategies to drive customer retention and cross-selling of other NAKAD offerings based on customer requirements.
Product Responsibility and Coordination with Tech:
- Identify and gather new features based on customer inputs and create Business Requirement Documents (BRDs) for the development team.
- Drive product utilization at the customer end by solving day-to-day problems and addressing customer needs.
- Document and resolve product issues by collaborating with internal stakeholders to ensure smooth production operations.
Employment Type: Full Time, Permanent
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