Lead - Customer Success (4-8 yrs)

Desired Profile Required :

- 4+ years of experience in Customer Account Management and Growth, Service and support.

- Should have excellent written and verbal communication, interpersonal and negotiation skills.

- Understanding about ERP/CRM software products, SaaS, Cloud software is important. In depth knowledge and experience of Software Implementation/demonstration and training to the end users.

- Expert in handling customer queries, complaints, Wishlist.

- Strong team player, customer focused and logical thinker.

Key Roles & Responsibilities :

- New Customer onboarding, training and Go live.

- Growing Renewal/Retention, upselling and cross selling.

- Reduce customer churn with excellent customer management and support.

- Key point of contact for Sales and Customers during Onboarding and renewals process.

- Ensure desired outcomes are achieved for the customers and ensuring customer delight. Provide feedback and insights from customers to Management and other teams for improvements and increasing efficiency and productivity.

- Revenue generation through renewals, up sells, and cross sells and identifying new market areas.

- Must be excellent trouble shooter and comfortable in basic coding and resolving issues independently or with team as may be required.

- Track & monitor customer status, progress and growth.

- Create and share educational resources, training, Product demos and best practices. Having experience 4 years in account management and customer support primarily in SaaS products or services.

- Knowing the product in and out is crucial & Technical skills are important, as manager should know how to persuade customers to adopt new technologies or adjust the tool to their needs.

- Should be able to lead and coordinate with a team of Technical Support executives. Must be a go-getter and enthusiastic in working in start-up, driven and results oriented Culture.