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Manager - Customer Success - Internet/Online

3.00 to 6.00 Years   Pune   17 May, 2022
TALENTSTACK CONSULTING PRIVATE LIMITED
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryInternet / E-Commerce
Functional AreaCustomer Service (Domestic)General / Operations Management
EmploymentTypeFull-time

Job Description

    Job descriptionJob Role: Customer Success ManagerDesignation: Sr. Manager-Customer SuccessPosition Type: Full TimeThe Customer Success Manager will responsible to work with our strategic business accounts to drive feature adoption, retention, renewals, high customer satisfaction scores (CSAT & NPS)&overall growth. A Customer Success Manager coordinates with cross-functional teams to ensure a successful transition from deployment/on boarding through ongoing account management. The Sr. Manager-Customer Success will be responsible directly for a team of junior Customer Success Managers in addition to managing their own bouquet of key customer accounts.Job Responsibilities:-- Responsible for the management of the post-sales relationship of a portfolio of customer accounts to foster long-term business partnerships.- Increase customer satisfaction by understanding business needs and accurately matching our solutions and offerings to these needs.- Work with customers to establish critical goals, define key performance indicators, plan the entire account strategy & help customers in achieving their goals- Act as an escalation point to drive problem resolutions in a timely and proactive manner.- Identify at-risk renewals and deliver on customer remediation plan.- Monitor customer health to track usage and customer satisfaction.- Delivery of periodic ( monthly / quarterly) Business Reviews with key stakeholders at the customer organization to review and analyses key metrics to demonstrate progress and provide recommendations.- In concert with the Sales teams, forecast retention, renewal, and status for assigned accounts.Professional Competencies :- Prior experience in customer success or equivalent history of increasing customer satisfaction, adoption and retention.- Demonstrated excellence in working with high tech, cross-functional, and multidisciplinary teams.- Thrives in a multi-tasking environment and can adjust priorities on-the-fly.- Excellent customer relationship management skills.- Outstanding communication, understanding and writing skills.- Solid Understanding of Strategic Marketing & Online Marketing / Campaign Management is strongly desired.- Understanding of web applications, HTML, JavaScript, and CSS is a plus

Keyskills :
customer serviceinternetonline marketingdomestic

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