Customer Success Manager

Job Responsibilities:

1.Account Ownership and Customer Advocacy: Take ownership of customer accounts and serve as their advocate throughout the entire lifecycle, from Demo to Proof of Concept, Implementation, and Adoption. Understand and capture customer requirements, objectives, and pain points. Define key success criteria for Demo, POC, go-live, and guide the customer lead to ensure successful adoption that meets customer expectations. Manage customer expectations and ensure compliance with the CSM playbook. Provide both customer support and technical support as needed.

2.Customer Happiness and NPS Score: Strive to achieve high NPS scores and ensure customer happiness for the accounts managed. Address both technical and non-technical issues promptly to maintain customer satisfaction.

3.Product Adoption: Monitor, report, and present product usage patterns with stakeholders and plan product overview webinars, workshops, and trainings to ensure adequate usage. Ensure customers' knowledge on products/modules and own corrective actions for any dip in adoption/usage. Provide technical assistance and troubleshooting during product adoption phases.

4.Managing Post-go-live Experience: Keep track of support tickets and issues reported throughout the customer journey. Plan corrective actions and conduct regular touchpoints as per the playbook to address pain points timely. Provide technical support and guidance to resolve post-go-live technical issues effectively.

5.Value Articulation and Presentation: Identify and quantify value parameters, track outcomes regularly, and present value articulation to customers. Contribute to building case studies showcasing the value delivered. Provide technical insights and data analysis to demonstrate the product's impact on customers' business objectives.

6.Knowledge Sharing: Conduct workshops/sessions to share learnings from engagements and develop best practices. Provide technical training sessions to enhance customers' understanding and utilization of the product features.

7.Reference ability and Testimonials: Ensure that customers handled by the CSM are referenceable. Provide testimonials and favorable quotes and encourage favorable reviews on platforms and app rating forums. Showcase technical expertise and customer success stories to build credibility and trust.

8.Control Customer Churn: Identify and flag risks early, track early indicators of customer unhappiness, and plan remedial actions to reverse sentiment. Leverage internal teams as needed for remedial actions. Address technical challenges proactively to prevent customer churn.

9.Account Growth: Identify upsell and cross-sell opportunities, log them in the CS tool, and work with the Sales team to ensure follow-up and action. Identify opportunities to cross-sell into other entities within the customer organization and drive success both ways. Provide technical insights and recommendations to support upselling and cross-selling efforts.

10.Building Multi-level Relationships: Clearly identify the pecking order on the customer side and establish connections with engagement owners/buyers. Facilitate touchpoints between senior management on both sides to strengthen relationships. Provide technical guidance and support to stakeholders at all levels.