Customer Success Manager

ABOUT US

Formed with the vision of helping brands in digital customer experiences, we believe that machine learning and AI will fundamentally transform omni-channel digital engagement. We are visionaries, data scientists, and coders. We are also customers who feel the pain of brands with disjointed customer experiences, with myriad product ecosystems to deal with the end clients effectively.

We are the leading true omni-channel Digital Customer Experience Platform with a #beyondORM #beyondListening #takecontrol. We have been helping brands and enterprises to enhance their digital customer experience and gain insights through data & analytics. With our AI-driven conversation cloud and digital media command center, and real-time dashboards, we empower our clients #beyondsocial. We are headquartered in the US, have a physical presence in India and the US, and function through partners in the APAC region. Our product is sold in over 100 countries directly or through partners.

Job Description:

Responsible for ensuring customer success and delight for the clientele.

Expand our revenue in accounts through cross-sell and up-sell

Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores.

Drive new business growth through greater advocacy and reference-ability

Lead and Manage the Customer Success Vision from strategic/operational perspective

Would be responsible to manage a team comprising Delivery/Support and Engagement

Develop best practices and state of the art processes for customer lifecycle management

Design, monitor and improve processes to track academic execution of the program

Proactively innovate on the current delivery models to bring cost and process efficiency considering client requirements as appropriate

Work effectively with internal stakeholders (Product and Sales teams) to identify product insights, opportunities for ensuring customer delight

Develops strong customer relationship and executive stakeholder management

Lead, Develop & Mentor a high performing team and culture of customer delight

Identify market trends, insights and provide thought leadership internally/externally

Develop and Monitor success metrics for organizing & measuring performance

Ensure resolution of all customer issues and acts as point of contact for escalations for both internal/external stakeholders as and when needed

Foster collaboration within team and across customer lifecycle

Optimize & manage overall team strength to achieve financial goals while maintaining quality & customer experience

Drive company-wide definition of ideal customer

Requirements

Key Requirements:

2-4 years experience in leading customer-facing organizations in SaaS.

Hands on experience in handling customer on-boarding, training, maintaining relationship and understanding customer empathy.

Understand customer s problem and providing the solution around it.

Strong sense of customer satisfaction.

Strong empathy for customers AND passion for revenue and growth

Analytical and process-oriented mindset- Demonstrated desire for continuous learning and improvement- Enthusiastic and creative leader with the ability to inspire others

Excellent communication and presentation skills- Masters degree in management or Program Management

A prior experience of 0-1 Year experience. Ability to comprehend the Simplify360 Platform and to communicate our value proposition to the prospects. Knowledge of commonly used concepts, practices, policies, and procedures within the social media Listening and customer experience domain. Must interact effectively with all levels of management and staff, internally and externally. Understanding of the sales cycle and ability to close the deals closely working with the Must be adaptable, professional, courteous, motivated, and must work well individually sales team or as a member of a team. Strong Internet research skills required. Excellent presentation skills, verbal and written communication skills, and interpersonal skills. Highly organized and attentive to detail. Self-starting with solid follow-through and multi-tasking capabilities. Ability to handle a fast-paced environment and challenging workload. Highly motivated with a strong desire to succeed. Relies on experience and judgment to plan and accomplish goals. Bachelor's degree or equivalent, preferably in related field.