15 Oct
Zeca Tech
New Delhi
Overview
The Customer Success Manager plays a crucial role in ensuring customer satisfaction and retention within the organization. They are responsible for establishing strong relationships with customers understanding their needs and providing solutions to ensure their success with the companys products or services. This role is vital in driving customer loyalty and longterm growth for the organization.
Key responsibilities
- Build and maintain strong relationships with clients through regular communication and interactions.
- Understand customer needs and objectives to effectively address their requirements.
- Provide guidance and best practices to customers to maximize their use of the product or service.
- Monitor customer usage and engagement identifying opportunities to enhance customer success.
- Collaborate with internal teams to address customer concerns and issues promptly.
- Conduct regular checkins and business reviews with customers to assess and improve customer satisfaction.
- Develop and implement customer success plans and strategies to drive value and renewals.
- Provide input to product development based on customer feedback and needs.
- Identify upsell and crosssell opportunities within existing customer base.
- Prepare and deliver regular reports and updates on customer success metrics and status.
- Stay updated on industry trends and best practices in customer success management.
- Manage and resolve escalations and challenging situations with customers.
- Promote customer advocacy and referrals through exceptional service and support.
- Participate in customer events webinars and user groups to drive customer engagement.
Required qualifications
- Bachelors degree in Business Marketing or related field.
- Proven experience in customer success account management or related customerfacing roles.
- Strong understanding of customer relationship management (CRM) principles and practices.
- Excellent communication and interpersonal skills to build rapport with customers.
- Ability to analyze data and customer feedback to derive actionable insights.
- Proficiency in utilizing customer success platforms and tools.
- Demonstrated ability to manage complex customer relationships effectively.
- Proactive problemsolving skills and a solutionoriented mindset.
- Experience in identifying revenue opportunities within existing customer base.
- Ability to work collaboratively in a team environment to achieve customer success objectives.
- Solid organizational and time management abilities to handle multiple priorities.
- Strategic thinking and ability to drive customer value through innovative solutions.
- Knowledge of industry best practices and trends in customer success management.
- Previous experience in SaaS or technology industry is preferred.
- Certifications in customer success or related areas are a plus.
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▶️ Customer Success Manager
🖊️ Zeca Tech
📍 New Delhi