Customer Success Manager

About AdvaRisk: AdvaRisk is at the forefront of leveraging technology to revolutionise risk management and enhance customer experiences. We are seeking a proactive and dedicated Customer Success Manager (CSM) to join our team and drive customer engagement, satisfaction, and retention.

Roles and Responsibilities:
Channel Client Relationship & Key Account Management:
End-to-end management of client relationships within the assigned geography.
Build and maintain strong relationships with key accounts to ensure long-term success.
Customer Onboarding & Deployment:
Ensure timely and efficient onboarding of customers, enabling them to maximise the value from AdvaRisk products.
Assist customers with setup and navigation of programs or software associated with our products.

Client Engagement & Support:
Regularly travel to customer offices to provide assistance and drive product adoption.
Respond strategically to day-to-day client requirements, identifying and uncovering business opportunities.
Customer Experience Enhancement:
Review customer complaints and concerns, working to improve all aspects of the customer experience.
Conduct technical workshops, webinars, roadmap discussions, and executive sponsorships to drive product stickiness.

Customer Health Monitoring:
Track customer usage and satisfaction to monitor customer health.
Forecast retention, renewal, and health status for assigned accounts.
Brand Promotion & Advocacy:
Promote an energetic fan base for AdvaRisk products.
Identify and cultivate brand ambassadors to share the benefits and value of our products.
Product Knowledge & Support:
Maintain a detailed understanding of AdvaRisk products and services.
Assist customers with questions and recommend the best products for their needs.
Process Optimization & Customer Success Initiatives:
Optimise existing processes within the company.
Actively enhance all Customer Success initiatives to ensure continuous improvement.
Stakeholder Collaboration:
Build strong and collaborative relationships with all stakeholders to ensure seamless service delivery.

Qualifications and Preferred Skills:
Education:
Chartered Accountant or Masters degree in Finance.

Technical Skills:
Proficiency in MS-Office is a must.
Knowledge of Digital Marketing is a preferred bonus but not compulsory.

Experience:
2-5 years of experience in a customer success position is strongly preferred.
Technical proficiency in managing projects, offering insights, and troubleshooting.
Experience in BFSI sales or working with PSU clients is an added advantage.
Previous experience in an early-stage startup is a plus.
Proven track record of adding value and reducing churn.
Communication & Relationship Management:
Exceptional ability to communicate and foster positive business relationships.
Fluent in English and at least one regional language (e.g., Hindi for Mumbai, Kannada for Bangalore, Bangla for Kolkata, Marathi for Mumbai, Punjabi for Delhi).
Customer Insight:
Deep understanding of customer concerns and the ability to address them effectively.