Manager- Customer Success
- Sirionlabs
- 8 - 13 years
- Noida, Gurugram
- 11 months ago
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Job Description
- The ideal candidate will have proven experience in Customer Success, Account Management, Project Management, Revenue Management, and managing large client portfolios
- You will be responsible for driving product adoption, revenue growth through cross-sell and upsell opportunities, and ensuring successful delivery and implementation of our solutions
- Excellent communication and collaboration across cross-functional teams are key aspects of this role
What You ll Do:
- * Act as the primary point of contact for clients, managing relationships, ensuring product adoption, and maintaining high levels of customer satisfaction
- Manage a large portfolio of client accounts, ensuring their needs are met, resolving issues, and driving overall success with the company s products/services
- * Lead implementation and on-going operations for existing and new customers and carry out below tasks
- * Develop project plan, defining project methodologies and ensuring project resources are in place
- * Drive adoption, increase product stickiness, improve customer satisfaction, and cultivate Sirion advocates to ensure retention and growth
- * Drive business outcomes and maturity within the customer organization through change management, governance, ongoing training and education
- * Establish working relationship with clients lines of business and other key stakeholders to define requirements
- * Proactively identify, plan and execute against risk to achieve targeted retention and customer health
- * Hold governance reviews internally as well as with client stakeholders during and after go-live to report progress made and highlight/mitigate any risks
- * Conduct regular customer cadences to align on value realization, align on agreed business priorities, and provide thought leadership specific to client s evolving business needs
- * Track and report various work streams delivering contract management services during and post implementation
- * Identify and execute on cross-sell and upsell opportunities within your portfolio to drive revenue growth and expand the use of our products across the client base
- Work closely with Sales, Product, Marketing, and Technical Support teams to ensure clients needs are addressed, and their feedback is incorporated into future product development
- * Oversee and manage a diverse portfolio of clients, balancing multiple priorities while ensuring consistent engagement and success across accounts
- * Lead the onboarding and implementation of solutions for clients, managing timelines and deliverables while collaborating with internal teams to ensure a smooth process
- * Previous experience with a CLM product (Contract Lifecycle Management) or a large SaaS product is a plus
- * Managing and leading the project team
- * Manage and communicate with project stakeholders
- * Manage the project schedule and budget
- * Manage the project risk, conflicts and quality
What You ll Need:
- * Bachelor s degree in business, Management, or a related field; MBA or relevant certifications preferred
- * 8+ years of experience in Customer Success, Account Management, or related fields
- * Strong experience in managing large client portfolios and ensuring successful product adoption
- * Proven track record in identifying and executing cross-sell and upsell opportunities
- * Experience in project management, customer onboarding, and product implementation
- * Excellent communication and interpersonal skills, with the ability to engage stakeholders at various levels
- * Experience working cross-functionally with teams such as Sales, Product, and Engineering
- * Proficiency in CRM tools and project management software
Job Classification
Industry: Software ProductFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success ManagerEmployement Type: Full timeContact Details:
Company: SirionlabsLocation(s): Noida, Gurugram+ View Contact
Keyskills: Procurement Change management Contract management Project management Diversity and Inclusion Account management Technical support Product marketing CRM Recruitment
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