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3 Days Left! Customer Success Manager - Mumbai

3 Days Left! Customer Success Manager - Mumbai

NetradyneMumbai, Maharashtra, India
24 days ago
Job description

Job Title – Customer Success Manager (Mumbai)

Experience – 8+ years of experience

Location – Mumbai

Primary Responsibility : The primary responsibility of a CSM is to ensure that customers benefit from using our devices and achieve their key success metrics.

Onboarding :

  • Assist customers in getting started with the solution by providing comprehensive guidance, training, and support during the initial implementation phase.

Relationship Management :

  • Develop and maintain strong relationships with customers, acting as their primary point of contact (POC).
  • Understand their needs, goals, and challenges, and work proactively to address them.

    • Customer Adoption :

  • Drive product adoption and usage by identifying and promoting key features and functionalities that align with customers' goals.
  • Help customers maximize the value they derive from our solutions.

    • Customer Engagement :

  • Foster engagement and build customer loyalty by conducting regular check-ins, providing updates on new features, conducting Quarterly Business Reviews (QBRs), and sharing best practices and industry insights.
  • Be an active listener and address issues promptly.

    • Frequent Travel :

  • Engage in frequent travel to meet with customers in person and accurately measure customer pulse and satisfaction.
  • Use on-site visits to gather direct feedback and insights, strengthening customer relationships.

    • Renewals and Upsells :

  • Collaborate with Sales teams to ensure customer renewals and explore opportunities for upselling and cross-selling products or services.
  • Provide data and insights on customer usage and success metrics to support renewal decisions.

    • Risk Mitigation :

  • Monitor customer health and identify potential risks that may impact their success or satisfaction.
  • Offer additional training or support, escalate issues to appropriate teams, and provide personalized solutions.

    • Customer Advocacy :

  • Represent customer needs and interests within the organization.
  • Collaborate with cross-functional teams to drive customer-centric initiatives.

    • Customer Success Metrics :

  • Track and analyze customer success metrics such as adoption rates, satisfaction scores, and revenue growth.
  • Provide regular reports and insights to stakeholders.
  • Develop and maintain a customer health dashboard to provide a visual representation of customer engagement, satisfaction, and risk levels.
  • Prepare regular internal reports that summarize key customer health metrics and insights for stakeholders.
  • Utilize data from the dashboard to proactively address customer needs and improve overall customer experience.

    • Continuous Improvement :

  • Stay updated on industry trends, competitive landscapes, and customer needs.
  • Share best practices with the team and contribute to the development of customer success processes.
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    Manager • Mumbai, Maharashtra, India

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