Tivona Global Technologies - Manager - Customer Success

Job Responsibilities :

• Build trust.
• Ensure the company keeps its promises to customers, identify and address customer issues immediately and monitor through resolution.
• Likewise, manage customer expectations and facilitate our activities as agreed.
• Learn our product at a deep level and help customers do the same.
• Learn upcoming features, and help customers prepare for them.
• Understand how our customers define their own success with our product and help them work toward that success.
• Provide proactive guidance and creative solutions to address customers' business problems and goals, and to deepen relationships and product usage.
• Represent the customers' voice during internal discussions and projects.
• Be the point of contact for customers and key stakeholders on complex issues.
• Lead knowledge management across the products and customers.
• Analyze the customer data to demonstrate how game changing our product is and the value / impact on customer business.
• Work with product and engineering teams on customer feedback and feature improvements.

Skills & Requirements (Must Have) :

• Working knowledge of CRM Applications like Salesforce / JIRA / Zoho / Freshdesk / ZenDesk etc.
• Knowledge of SAAS Applications.
• Experience with delivering technical pitches and providing on-demand training to users.
• Knowledge of AI / ML, NLP / NLU and database technologies is a plus.
• Ability to quickly learn, understand, and work with new emerging technologies, methods, and solutions for customer support and success.

Qualification & Experience :

• 6 to 9 years of experience in technical customer-facing roles - customer support, customer success, presales and post sales consulting and technical services.
• Bachelor's degree in Computer Science, Engineering, or equivalent practical experience.

(ref : iimjobs.com)