Customer Success Manager - IT (3-5 yrs)

Job Description:

- We are seeking a dedicated and dynamic Customer Relationship Manager to join our company.

- The ideal candidate will possess strong client management skills, a knack for upselling and cross-selling, and the ability to lead a team effectively.

- This role requires a proactive approach to handling client inquiries, managing contracts, and ensuring timely payment collections while providing training and support to new team members.

Key Responsibilities and Accountabilities (KRAs):

Client Management:

- Build and maintain strong relationships with existing clients.

- Act as the primary point of contact for client queries and concerns.

- Develop a deep understanding of client needs and business objectives.

Upselling and Cross-Selling:

- Identify opportunities for upselling additional services to existing clients.

- Develop tailored proposals that align with client goals and encourage additional purchases.

- Feedback Calls with Clients.

- Conduct regular feedback calls with clients to assess satisfaction levels and gather insights.

- Use feedback to drive improvements in service delivery and client experience.

Inquiries Handling:

- Respond promptly to client inquiries via phone, email, or other communication channels.

- Ensure all inquiries are addressed efficiently and effectively.

Business Closure:

- Lead negotiations and discussions to close business deals.

- Collaborate with internal teams to finalize agreements and align on deliverables.

Signing Contracts:

- Prepare, present, and obtain signatures on contracts with clients.

- Ensure all contracts are compliant with company policies and legal requirements.

- Invoice Creation and Payment Collection.

- Generate invoices accurately and in a timely manner.

- Manage the payment collection process, ensuring timely payments from clients.

Process Training to New Candidates:

- Conduct training sessions for new hires on company processes and client management strategies.

- Mentor new team members to ensure they understand their roles and responsibilities.

Team Handling:

- Lead and manage a team of account executives or assistants.

- Foster a collaborative team environment that encourages performance and professional growth.

Daily/Weekly/Monthly Reporting:

- Prepare and present reports on client interactions, sales activities, and team performance.

- Utilize reporting to identify trends, challenges, and opportunities for improvement.

Escalation Handling:

- Address and resolve escalated client issues or complaints efficiently.

- Collaborate with relevant departments to ensure a swift resolution and improve processes.

Qualifications:

- Master's degree in Marketing, Business Administration, or a related field.

- Must have knowledge in Marketing and software services.

- 3+ years of experience in account management, sales, or client-facing roles.

- Strong communication, negotiation, and interpersonal skills.

- Proven track record of upselling and cross-selling.

- Experience in team management and training.

- Proficiency in CRM software, and Microsoft Office Suite.

- Ability to work under pressure and meet deadlines.

What We Offer:

- Competitive salary and performance-based bonuses.

- Opportunities for professional development and career advancement.

- A dynamic and supportive work environment.

- Flexible work arrangements