Customer Success Manager Accel Company

Job Title: Customer Success Manager
Company: DesignX
Location: Delhi / Noida (Hybrid and Remote working)

About Us: DesignX provides a Unified SaaS platform DFOS (Digital Factory Operating System) that assists in digitizing every single (400) factory processes. Now you can precreate the future of your manufacturing plant with DFOS. DFOS gives you early access to build a futuristic shop floor that not only enhances your productivity but also takes you one step ahead in the future. To help manufacturing hubs DesignX built the worlds firstever platform DFOS which assists in automating the entire shop floor with a powerful combination of BPM RPA IIOT and Al. Furthermore we have digitalised 1500 manufacturing processes for various industry verticals such as Automotive FMCG Food Pharmaceuticals Oil & Gas Distilleries etc. Complete digitalization is the reality of the future so why not switch to it and precreate it today Think Futuristic Think DesignX.

Job Description:

We are seeking a passionate and customerfocused Customer Success Manager to join our team. The ideal candidate will be responsible for ensuring the success and satisfaction of our clients by understanding their needs providing ongoing support and driving the adoption of our solutions. As a key advocate for our clients you will play a critical role in building longterm relationships and maximizing the value they receive from our products and services.

Responsibilities:
1. Onboarding and Implementation: Lead the onboarding process for new clients including system setup configuration and training. Work closely with clients to understand their specific requirements and customize our solutions to meet their needs.

2. Relationship Management: Serve as the primary point of contact for assigned clients building strong relationships and acting as their advocate within the company. Proactively engage with clients to understand their business objectives identify opportunities for expansion and address any concerns or issues.

3. Customer Support and Escalation Management: Provide timely and effective support to clients troubleshooting technical issues and coordinating with internal teams to resolve problems. Escalate complex issues as needed and ensure timely resolution to minimize client impact.

4. Training and Enablement: Develop and deliver training programs and resources to help clients maximize the value of our solutions. Educate clients on best practices new features and updates to ensure they are fully leveraging the capabilities of our products.

5. Retention and Renewals: Monitor client satisfaction and usage metrics to identify atrisk accounts and proactively intervene to prevent churn. Collaborate with sales and account management teams to renew contracts and drive upsell opportunities based on client needs and usage patterns.

6. Feedback and Product Improvement: Gather feedback from clients on their experience with our products and services. Advocate for client needs internally and work closely with product management and development teams to prioritize feature requests and drive product improvements.

Requirements:
1. Bachelors degree in Business Administration Information Technology or a related field.
2. Proven experience in customer success account management or a related clientfacing role preferably within the IT services industry.
3. Strong understanding of Business Process Management (BPM) Robotic Process Automation (RPA) Industrial Internet of Things (IIoT) and Artificial Intelligence (AI) technologies.
4. Excellent communication interpersonal and problemsolving skills.
5. Ability to build trust and credibility with clients and internal stakeholders.
6. Selfmotivated with a strong sense of accountability and ownership.
7. Willingness to travel occasionally to meet with clients onsite as needed.

Benefits:
1. Competitive salary and performancebased incentives.
2. Comprehensive health benefits package.
3. Opportunities for career growth and professional development.
4. Collaborative and supportive work environment.
5. Exposure to cuttingedge technologies and industry trends.

SAAS,B2B software,MBA,customer success,customer support,Escalations Management