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Customer Success Manager

3 - 8 years

7 - 11 Lacs

Nagpur

Posted:19 hours ago| Platform: Naukri logo

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Skills Required

Analytical skills Customer satisfaction Cloud Customer retention Manager Technology Account management Marketing communication Product support Salesforce CRM

Work Mode

Work from Office

Job Type

Full Time

Job Description

Customer Success Manager - Navishaa.com - A Cloud Integration Company Customer Success Manager Customer Success Manager

Job Summary:

We are looking for a passionate and experienced Customer Success Manager to join our team. The ideal candidate will be responsible for ensuring our customers achieve their desired outcomes and maximize the value of our products and services. This role involves building strong relationships with clients, providing proactive support, and driving customer retention and expansion.

Key Responsibilities:

  • Customer Relationship Management:

    • Build and maintain strong, trusted advisor relationships with key stakeholders and decision-makers.
    • Understand customer goals, challenges, and expectations to deliver personalized support and solutions.

  • Onboarding and Adoption:

    • Lead the onboarding process for new customers, ensuring a smooth transition and successful implementation of our products or services.
    • Educate customers on best practices and use cases to drive product adoption and value realization.

  • Customer Advocacy:

    • Act as the voice of the customer within the organization, advocating for customer needs, feedback, and feature requests.
    • Collaborate with cross-functional teams (e.g., sales, product, support) to address customer issues and enhance the customer experience.

  • Renewals and Expansion:

    • Proactively monitor customer health and engagement to identify risks and opportunities for renewal and expansion.
    • Work closely with the sales team to drive upsell and cross-sell opportunities based on customer needs and usage patterns.

  • Customer Success Metrics:

    • Define and track key metrics (e.g., Net Promoter Score, customer satisfaction, renewal rate) to measure and improve customer success outcomes.
    • Prepare and present regular reports on customer success activities and outcomes to leadership.

  • Continuous Improvement:

    • Stay updated with industry trends, best practices, and technology advancements in customer success management.
    • Recommend and implement process improvements to enhance customer satisfaction and retention.

Qualifications:

  • Education:

    • Bachelor s degree in Business Administration, Marketing, Communications, or related field.

  • Experience:

    • 3+ years of experience in customer success, account management, or a similar client-facing role.
    • Proven track record of managing customer relationships and driving customer retention and expansion.

  • Skills and Competencies:

    • Strong interpersonal and communication skills, with the ability to build rapport and trust with customers.
    • Excellent problem-solving and analytical skills, with a data-driven approach to decision-making.
    • Ability to manage multiple priorities and thrive in a fast-paced environment.
    • Knowledge of CRM software (e.g., Salesforce, HubSpot) and customer success tools is a plus.

Preferred Qualifications:

  • Experience in the technology industry or with SaaS products.
  • Certification in customer success or account management (e.g., Customer Success Manager Certification).
  • Familiarity with customer success methodologies (e.g., Customer Success Playbooks).
how can we help you?
We help our customers gain maximum benefits and reduce cost to IT by providing them cost-effective cloud and business suite services.

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Navishaa

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