Prospecta - Senior Manager - Customer Success & Support (12-15 yrs)

About Prospecta:

Founded in 2002 in Sydney, Australia, with additional offices in India, North America, Canada, and a local presence in Europe, the UK, and Southeast Asia, Prospecta began with a mission to provide top-tier data management and automation software for enterprise clients.

Over the years, we have grown into a leading data management software company.

Our flagship product, MDO (Master Data Online), is an enterprise Master Data Management (MDM) platform that facilitates comprehensive data management processes-from creating accurate, compliant, and relevant master data to efficient data disposal.

We have established robust processes in asset-intensive industries such as Energy and Utilities, Oil and Gas, Mining, Infrastructure, and Manufacturing.

Culture at Prospecta:

At Prospecta, our culture is centred around growth and the excitement of embracing new challenges.

We have a passionate team that collaborates seamlessly to create value for our customers.

Our diverse backgrounds make Prospecta an exhilarating place to work, bringing a rich tapestry of perspectives and ideas.

We strive to foster an environment that is focused on both professional and personal development.

Career progression here isn't just about climbing a ladder-it's about experiencing a continuous flow of exciting, meaningful opportunities that enhance personal development and technical mastery, all under the mentorship of exceptional leaders.

Our interconnected organizational structure focuses on agility, responsiveness, and achieving tangible outcomes.

If you're someone who thrives in a dynamic environment, enjoys wearing multiple hats, and is willing to go the extra mile to achieve goals, Prospecta is the workplace for you.

We courageously push boundaries in everything we do, while sharing a sense of fun and celebrating both small and big wins.

About the Job:

Position: Senior Manager Customer Success & Support.

Location: Noida / Gurgaon.

Role Summary:

We are looking for an experienced and strategic Senior Manager, Customer Success & Support to lead our customer success and support teams.

The ideal candidate will be responsible for ensuring customer satisfaction, managing customer escalations, driving customer retention, and enhancing overall customer experience.

This role involves managing customer relationships, overseeing support operations, and leading a team dedicated to providing exceptional post-sales support and proactive customer success initiatives.

You will play a critical role in aligning customer needs with company offerings to maximize value and loyalty.

Key Responsibilities:

Customer Success Strategy:

- Develop and implement customer success strategies to enhance customer satisfaction, manage escalations, improve retention rates, and increase customer lifetime value.

Customer Relationship Management:

- Build and maintain strong relationships with key customers to ensure their long-term success and identify growth opportunities.

- Act as a trusted advisor, understanding their business goals and aligning them with product solutions.

Team Leadership & Development:

- Lead and mentor a team of customer success managers and support professionals.

- Ensure continuous development and training to deliver high-quality customer interactions and support.

Customer Support Operations:

- Oversee the customer support team, ensuring timely and efficient resolution of customer inquiries, technical issues, and escalations.

- Optimize support workflows and processes to improve efficiency and response times.

Onboarding & Adoption:

- Oversee the customer onboarding process, ensuring smooth and successful product implementation and adoption.

- Work with customers to ensure they derive maximum value from the company's products and services.

Customer Retention & Expansion:

- Proactively monitor customer health metrics and identify at-risk customers.

- Develop plans to mitigate churn and promote upselling and cross-selling opportunities based on customer needs.

Data-Driven Insights:

- Analyze customer feedback, support data, and product usage metrics to drive continuous improvements in customer experience.

- Report on key customer success and support KPIs, including customer satisfaction, retention, and response times.

Cross-functional Collaboration:

- Collaborate with product, sales, and marketing teams to ensure customer feedback is integrated into product development, feature updates, and sales strategies.

- Work closely with these teams to ensure alignment on customer expectations and goals.

Customer Advocacy:

- Serve as a voice of the customer within the organization, advocating for customer needs and helping to shape the future direction of the company's products and services.

Process Improvement:

- Identify and implement process improvements and best practices for the customer success and support functions to deliver a seamless customer experience.

Must have:

- 12+ years of experience in customer success, account management, or customer support, with at least 5 years in a leadership role.

- Strong understanding of customer success best practices, with experience managing enterprise or B2B customer accounts.

- Proven track record of reducing churn and driving customer retention, satisfaction, and growth.

- Experience in managing and scaling a customer support team, including experience with customer support tools and systems (CRM, helpdesk software).

- Excellent leadership, communication, and interpersonal skills, with a demonstrated ability to inspire and develop a high-performing team.

- Strong analytical and problem-solving skills, with the ability to leverage data to drive decision-making.

- Master's degree in business, communications, or a related field.

Good to have:

- Experience working in a SaaS, technology, or software solutions company.

- Knowledge of customer support tools (e., Zendesk, Freshdesk) and customer success platforms.

- Proficiency with CRM tools such as Salesforce, HubSpot, or similar platforms.

- Strong project management skills with the ability to juggle multiple customer projects and priorities simultaneously.

What will you get:

Growth Path:

At Prospecta, your career journey is one of growth and opportunity.

Here, depending on your career journey you can either kickstart your career or accelerate your professional development in a dynamic environment.

Your success is our priority, and as you demonstrate your abilities and achieve results, you'll have the chance to advance into the leadership role of Head of Customer Success & Support.

We're committed to helping you elevate your experience and skillsets, providing you with the tools, support, and opportunities to reach new heights in your career.

Benefits:

- Competitive salary;

- Comprehensive health insurance:

- Generous paid time off;

- Flexible hybrid working model

- Ongoing learning & career development;

- Onsite work opportunities;

- Annual company events and workshops.