Lead - Customer Success (4-8 Yrs) Mumbai (After-Sales/Customer Service)

Desired Profile Required : - 4 years of experience in Customer Account Management and Growth, Service and support.
-Should have excellent written and verbal communication, interpersonal and negotiation skills.
-Understanding about ERP/CRM software products, SaaS, Cloud software is important. In depth knowledge and experience of Software Implementation/demonstration and training to the end users.
-Expert in handling customer queries, complaints, Wishlist.
-Strong team player, customer focused and logical thinker. Key Roles & Responsibilities : - New Customer onboarding, training and Go live.
-Growing Renewal/Retention, upselling and cross selling.
-Reduce customer churn with excellent customer management and support.
-Key point of contact for Sales and Customers during Onboarding and renewals process.
-Ensure desired outcomes are achieved for the customers and ensuring customer delight. Provide feedback and insights from customers to Management and other teams for improvements and increasing efficiency and productivity.
-Revenue generation through renewals, up sells, and cross sells and identifying new market areas.
-Must be excellent trouble shooter and comfortable in basic coding and resolving issues independently or with team as may be required.
-Track & monitor customer status, progress and growth.
-Create and share educational resources, training, Product demos and best practices. Having experience 4 years in account management and customer support primarily in SaaS products or services.
-Knowing the product in and out is crucial & Technical skills are important, as manager should know how to persuade customers to adopt new technologies or adjust the tool to their needs.
-Should be able to lead and coordinate with a team of Technical Support executives. Must be a go-getter and enthusiastic in working in start-up, driven and results oriented Culture. (ref:updazz.com)

Payroll Type : Permanent