Customer Success Manager

We are looking for a Customer Success Manager who can farm into existing accounts, provide ongoing support to our clients and network with them. The candidate should carry a Revenue target for upselling & cross selling into their customer base, contribute to building relationships and minimize churn rates.

Ultimately, you will own Customer lifecycle, work directly with clients to up-sell, cross sell & help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.

Key Responsibilities

Establish clear client retention goals.

Define success milestones for the clients and employees to work towards

Assist customers with setting up and navigating various programs

Promote the value of Gnani.ai’s software & services

Upsell / Cross-sell Gnani.ai’s software & services

Promote value through customer experience

Assist in creating training courses and educational materials

Review customer complaints and concerns and seek to improve the customer experience.

Assist in conducting Customer Workshops on a periodical basis

Candidate Persona

Proven work experience as a Customer Success Manager or similar role for a minimum of three years

Working in a SAAS organization is desirable.

Experience in dealing with large and mid size Enterprise customers in India

Should have a quota carrying experience

Exceptional ability to communicate and foster positive business relationships

SAAS, Contact centre Technical skills & Clear grasp of digital technology stacks - API's, middleware, ecosystems and the ability to envision solutions is a plus

Experience in working with a diverse group- Developers, Program Managers, Sales, Pre-sales is required.

A bachelor or MBA degree is preferred.

This role requires fair amount of travel meeting your clients and working from the office location.