O9 Solutions - Manager - Customer Success (8-10 yrs)

Manager - Customer Success

- We are seeking an energetic and proactive Customer Success Manager to build strong client relationships, drive product adoption, and ensure customer satisfaction.

- This role requires managing multiple priorities in a fast-paced, dynamic environment while delivering exceptional support and maximizing customer value.

Roles and Responsibilities:

- Develop and strategically manage customer accounts in the US and India for post-go-live services.

- Drive sustainable, repeatable, and long-term revenue by delivering exemplary customer support.

- Ensure solution usability and uptime by quickly resolving customer issues, validating data accuracy, and troubleshooting end-to-end workflows.

- Act as the single point of contact for platform upgrades, patches, and hotfixes.

- Assign and monitor tasks for support consultants, ensuring timely issue resolution.

- Identify and resolve design flaws in customer setups by working with functional and technical teams.

- Build and manage a high-performing global support team, ensuring motivation and career growth.

- Maintain a repository of project-related documents for reference, training, and audits.

- Collaborate with the R&D team to drive product enhancements based on customer feedback.

Skills and Qualifications Required:

- 8+ years of experience in customer success, support, or related fields.

- Educational Background: BE/BTech/MCA/MBA.

- Hands-on experience with planning applications like Manugistics, SAP APO, SAP IBP, JDA Demand Fulfill, JDA S&OP, i2 Supply Chain Planner, Oracle SCM.

- Strong interpersonal skills, with the ability to build customer relationships across all levels.

- Ability to handle multiple priorities, with a high degree of energy and drive.

- Excellent project management and problem-solving skills.

- A presentable and professional personality to represent o9's Support Organization