Customer Success Manager/Client experience Manager

Icertis

9 - 14 years

30 - 32 Lacs

Pune

Posted:3 hours ago| Platform:

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Skills Required

Upsell CSAt Retention Churn

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Ensure that customers are highly engaged, knowledgeable, and successful in their platform adoption and business objectives/goals
Drive high customer engagement that results in platform adoption, contract renewals, and revenue expansion
Develop senior customer relationships and aim to serve as a trusted advisor
Proactively identify, forecast, and mitigate revenue churn
Develop customer specific plans to accelerate value creation from the platform leading to customer renewals and platform expansion
Identify expansion and cross sell revenue opportunities within existing customers
Maximize customers use of Icertis platform and increase customer's knowledge of platform's capabilities
Introduce new (and unused) platform innovations and articulate value to motivate customers to deploy and adopt to maximize platform effectiveness, stickiness, and value realization
Work cross functionally with Icertis Leadership teams to deliver customer success
Build action plans to remediate NPS feedback to increase reference-ability across the global customer base
Develop tools and processes to accelerate customers adoption of Icertis platform capabilities
Built tools to quantify the value realized from adopting the Icertis platform
Be subject matter experts with broad and deepknowledge of contract lifecycle management processes and develop the skills and expertise of all Customer Success resources
Contribute to the continuous improvement of the Customer Success team by sharing knowledge, best practices, process improvements, and customer success stories with your colleagues across the globe
Demonstrate functional and platform expertise at customer and partner events.

Preferred candidate profile

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