Customer Success Manager

Position Overview:

As a Customer Success Manager, you will play a pivotal role in ensuring the success and satisfaction of our clients. You will be responsible for building and maintaining strong relationships with our clients, understanding their needs, and providing tailored solutions to drive value and ensure their success with our products/services.

Responsibilities -

1. Stakeholder Management:

● Lead and drive client meetings, performing regular check-ins to evaluate the value our solution is creating for them.

● Deep dive into any potential issues or challenges clients may be facing and provide effective solutions.

2. Product Excellence:

● Drive product excellence through solutioning by understanding different customer needs basis different user personas.

● Suggest best practices and solutions tailored to each client's unique requirements.

3. Project Management & Delivery:

● Set clear expectations with clients regarding project delivery timelines and milestones.

● Deliver resolutions for issues, enhancements, modifications, and feature requests promptly and effectively.

4. Training & Documentation:

● Serve as a product expert, leading demos and training sessions for clients during onboarding, new user training, and product/feature launches.

5. Retention:

● Maintain a dashboard of customer portfolio.

● Monitor the health of existing client relationships, tracking utilization of products/services and other KPIs.

● Take ownership of client retention efforts, ensuring high levels of satisfaction and engagement.

Qualifications:

● Bachelor's degree in Masters in Business Administration, or related field.

● Minimum of 3 years of relevant experience in client-facing projects/engagements.

● Proven experience in project management within the software service industry; software product experience preferred.