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Customer Success Manager - Mumbai

4.00 to 9.00 Years   Mumbai City   13 Jan, 2023
Bask HR Consulting Pvt Ltd
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaOperations Management / Process Analysis
EmploymentTypeFull-time

Job Description

    Customer Success Manager - MumbaiCompany : Leading Travel & Expense management solution company
    • Work with a cross-functional team (spanning Sales, Product, Engineering, and Finance) and be responsible for nurturing existing customers.
    • Build systems / processes to track user activity (especially adoption of our product), diagnose potential problem areas, and coordinate with other teams to resolve these issues Execute content / feedback campaigns to engage users, and increase their activity on the platform
    • Schedule && conduct regular reviews with customer's key stakeholders to demonstrate value &&successfully renew accounts.
    • Analyze customer data to improve customer experience
    • Establish clear retention goals and process milestones for the client and employees to work toward
    • Promote the value of the product and cross sell and upsell services and products of ITILITE and promoting value through customer experience
    • Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
    • Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
    • Optimize existing processes within the company and actively enhance all Customer Success initiatives
    • Understand customer outcomes by communicating with customers, analyse customer health metrics, run NPS and gather other feedback via Intercom and Survicate.
    • Represent the voice of the customer to provide input into every core product, marketing and sales process
    • Collaborate closely with team members support renewals and expansion opportunities
    • Collaborate with the engineering and development team to set up or configure our software platform as per customers requirements and troubleshoot technical issues raised by customers
    • Gauge customers levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
    • Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
    • Being the main point of contact between the company and a number of named enterprise accounts

Keyskills :
customer supportcustomer success

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