Location
Pune | India
Job description
We are looking for a smart, dynamic, super-confident and proactive customer
success manager who will focus on establishing and expanding relations with some of the Indias largest tech companies.
The Customer Success Manager is responsible for handling key client accounts and acting as an subject matter expert for our Enterprise Clients - and will effectively train our clients on product features and product capabilities, ensuring client success at all times.
You will interact with a broad level of
client contacts like Talent Acquisition Leaders, Senior Recruiters and Hiring
Managers.
The Outcomes which you will achieve in this role:
Outcome 1: Renewals with Great Customer Service and Zero Client Escalations
o Competencies Required :
* Effective communication listening - Written and Verbal - Effective
communication is about more than just exchanging information. Understanding
client s emotions and intentions behind the information is vital.
* Attentive, Responsive and Proactive - Anticipate and provide solutions
before problems arise.
* Empathy - Leading a conversation with empathy demonstrates your level of
care.
* Passion for customer success - Understand the human element that comes with
customer success.
* Creative problem-solver - capable of solving client queries when needed
without relying on others.
* Accountability - Accountable for your set of clients for renewals and
recurring revenue.
Outcome 2 : Client Advocacy - Build and cultivate a base of clients for
creating customer advocacy who share their positive experiences with potential
customers or on online media (websites, social media, reviews, testimonials,
case studies etc.)
o Competencies Required :
* Focus on Quality Deliver high-quality service that meet or exceed
customer expectations.
* Strive for perfection - Go Beyond expectations. Deliver beyond what is
normally expected.
* Trust Building - Building trust by letting know that you are dependable,
capable, experienced and has achieved excellent results.
Outcome 3: 100% Product Adoption - Act as the product expert for our
enterprise clients. Encouraging and facilitating the adoption of the companys
products or services to help customers derive maximum value.
o Competencies Required :
* Training - Approach product training strategically.
* Ability to handle large group dynamics.
* Foster Learning Environment for clients.
Outcome 4 - Positive Client Satisfaction - Gathering customer feedback,
Logging in client requests. Work with engineering teams and business analysts
to identify and prioritize client requests to deliver value and growth.
o Competencies Required :
* Negotiation Skills
* Influence
* Prioritization
Job tags
Salary
