Customer Success Manager
Job Description
Client: A US based tech (SAAS) Startup that is a provider of Field Service Automation Solutions.
Description:
They are looking for a CSM (Project/Delivery Manager) & CSM (Implementation) to join their team remotely & at intervals in their Bangalore office.
Responsibilities:
- Ability to conduct product demos, understand customer requirements and recommend solutions for different business use cases using their suite of tools and platform.
- Proactively engage with customers to provide support & assist while on-boarding in order to reduce their time to AHA! moments.
- Develop and execute the customer relationship strategy to ensure every customer receives maximum value from the services.
- Own customer success metrics like Product-Adoption & Customer Retention/Churn Rate and work towards improving them.
- Assist sales team with Upsell of new products to customers based on usage and assessment of needs.
- Work with CS team members and internal cross-functional teams (product, sales, QA &engineering) to ensure customers’ issues are addressed timely.
- Experience in software tools and processes to manage customer tickets, escalate issues and respond with resolutions.
What are we looking for in a Candidate?
- Experience with B2B SaaS – optimizing high touch onboarding.
- Very strong written and verbal presentation/communication skills.
- Good emotional intelligence to empathize and understand the customer’s requirements.
- Experience in managing a team is a plus.
- Self-motivated and self-driven. Loves to take ownership.
- Effective listening, analytical and problem-solving skills.
- B.Tech. or B.E. (CSE/IT/ECE) with 3+ years of work experience.
- Located in, or willing to relocate to, Bangalore, if need be.
- Willing to work in a flexible overlapping US shift.
