Manager - Customer Success (9-15 Yrs) Mumbai (After-Sales/Customer Service)

Experience : 10 YrsLocation : MumbaiPosition : Customer Success ManagerPosition Description :We are looking for passionate, energetic, and results-oriented individuals to join our team as a Customer Success Manager (CSM). The Customer Success Manager (CSM) is expected to manage the customer experience for a specific group of customers and help grow and maintain revenue. CSM is the Customer s Advisor who serves as a key point of contact and as a liaison between the customer and the various departments within Ivy. The key deliverables are : - The CSM will understand the customer s business needs to ensure customer satisfaction and encourage continued long-term relationship.- Help identify opportunities where Ivy solutions fit their ongoing business strategy.
-Understand customer outcomes by communicating with customers, analyse customer health metrics, run NPS and gather other feedback.
-Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.
-Represent the voice of the customer to provide input into every core product, marketing and sales process.
-Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support.
-Collaborate with the engineering and development team to set up or configure our software platform as per customers requirements and troubleshoot technical issues raised by customers.
-Gauge customers levels of engagement with the company and provide feedback to the other teams regarding product and service improvements.
-Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base. Skills and Qualifications :- Experience working with large enterprise customers.- Exceptional communication skills, highly organized, collaborative and detail oriented.
-Strong analytical skills, with the ability to translate data into insights. Experience with Excel preferred.
-Comfort in a startup environment we move quickly and wear many hats in a dynamic environment.
-Excellent communication and interpersonal skills.
-Flexible approach, able to operate effectively with uncertainty and change.
-Driven, self-motivated, enthusiastic and with a can do attitude. (ref:updazz.com)

Payroll Type : Permanent