Manager - Customer Success - Internet/Online @ Talentstack

Job Description

Job description
Job Role: Customer Success Manager

Designation: Sr. Manager-Customer Success

Position Type: Full Time

The 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

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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Keyskills:   customer service internet online marketing domestic management