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Sr. Customer Success Manager

5.00 to 7.00 Years   Noida   21 Jun, 2021
FarEye
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaCustomer Service (International),Sales / BD
EmploymentTypeFull-time

Job Description

  • 5+ years in Customer Success functions at a Enterprise/ B2B SAAS companies
  • Enthusiastic and inspiring performer having worked in global team of Customer Success Managers
  • Vast experience interacting and planning with C-level executives
  • Demonstrated strong capabilities in helping customers reach desired outcomes with measurable performance across:
  • Building Advocacy and Champions
  • Location at Noida, open to travel
  • Combined Background of Sale and Customer Success experience
  • Exposure to Logistics/ Retail/ Manufacturing industries
  • Exposure to EMEA / APAC Market
  • As we are an Enterprise SAAS company, where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability.
  • We will not be successful unless our customers are receiving massive value from our service.
  • As such, we need senior managers to own driving success for our customers and ensuring they reach their desired outcomes from the usage of FarEye.
  • This role includes responsibilities for Customer Success activities (e.g., adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, scaling, etc.).
Responsibilities
  • Define the vision of a Red Carpet experience
  • Standardize the template for a Success Plan for customers in your segment
  • Define and oversee lifecycle processes/touch points, including exec sponsor program, EBR process, listening points (e.g. on usage, NPS), and others
  • Personally manage escalations from your direct reports, and follow a methodical escalation process to execs
  • Identify opportunities for continuous improvement
  • Learn from best practices in industry
  • Be an expert on best practices in change management
  • Promote the Challenger approach amongst your team members
  • Find ways for CSMs to deeply understand our customers objectives and become a trusted right-hand advisor
  • Determine how to define, drive, and demonstrate the value (ROI) delivered
  • Lead cross-functionally to drive customer success
  • Clarify ownership for each part of the journey
  • Gather and provide feedback from/to other departments, including Sales, Services, Support, Product, and others, to improve the customer experience
  • Create company-wide customer feedback loop
  • Help foster company-wide culture of Customer Success
  • Align with Marketing around marketing to existing clients
  • Be the best user of FarEye s CSM internal tool in the world
  • Ensure is our company s single source of truth for customer health
  • Create dashboards to measure customer success
  • Develop ideas for how high-touch teams can use , and share during our monthly CSM syncs
  • Own key metrics for your team
  • Own the financial model for your team, including projections of costs and new hires, and forecasts of renewal and GM
,

Keyskills :
saaschange managementcsmkey metricssalespayred carpetmarketingnew hiresescalation processcustomer experiencecustomer relationscontinuous improvement facilitationcontinuous improvementebrapaconboardingcustomer serviceb2bred

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