5-10 years
Mumbai
Powerweave Group - Assistant Manager - Customer Success (5-10 yrs)
Powerweave
posted 1mon ago
Flexible timing
Key skills for the job
Company Overview:
Powerweave, with over two decades of industry experience, has been a trusted partner to over 940+ large and high-growth organizations worldwide.
With a team of 1700+ professionals, Powerweave has been aiding businesses in their digital transformation journeys since 2001 globally.
Designation: Assistant Manager Customer Success.
Experience: 7+ years.
Roles and Responsibilities:
Customer Relationship Management:
- Support the onboarding process for new customers, ensuring smooth product implementation.
- Serve as a secondary point of contact for assigned customer accounts.
- Build and nurture strong relationships with customers to promote long-term partnerships.
- Monitor customer health and engagement metrics to identify potential risks or opportunities.
Product Adoption & Customer Education:
- Guide customers through product features and functionality.
- Conduct training sessions and create educational resources for customers.
- Keep customers informed about product updates and new feature releases.
- Promote product best practices to maximize customer value.
Account Management & Growth:
- Assist in developing account strategies to drive customer retention.
- Identify and pursue upsell/cross-sell opportunities within existing accounts.
- Support renewal processes and contribute to expansion strategies.
- Help monitor and minimize customer churn risks.
Data Analysis & Reporting:
- Track and analyze customer success metrics and KPIs.
- Maintain accurate customer records in CRM systems.
- Generate regular reports on customer health, satisfaction, and engagement.
- Document customer interactions, feedback, and account progress.
Cross-functional Collaboration:
- Work with Sales, Support, and Product teams to ensure seamless customer experience.
- Relay customer feedback and feature requests to appropriate internal teams.
- Participate in customer success initiatives and process improvements.
- Support the development of customer success strategies and best practices.
Education, Skills, and Experience Requirements:
- Education: Bachelor's degree in Business Administration, Marketing, Communications, or related field.
- Experience: 5+ years in customer success, account management, or similar customer-facing roles.
- Expertise: Proven success in customer relationship management, retention, onboarding, upselling/cross-selling, and collaboration with cross-functional teams.
Skills:
- Knowledge of customer success best practices and journey mapping.
- Strong communication, presentation, and relationship-building abilities.
- Leadership, active listening, and empathy.
- Customer education, feedback implementation, and product adoption expertise.
- Understanding of customer health metrics.
- Certifications: Preferred in Customer Success Management or relevant areas.
Functional Areas: Other
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