Senior-Customer Success Manager

Grazitti Interactive is a global digital services provider leveraging cloud, mobile and social media technologies to reinvent the way you do business. Since 2007, Grazitti has been helping companies power their businesses with its marketing automation and cloud innovation services.

As a global consultancy, we have strategic partnerships with technology pioneers like Marketo, Salesforce, Google, Alteryx, Microsoft, Adobe, Lithium, Optimizely, Acquia, Shopify and Jive. We combine these platforms with our innovative approaches to provide effective, result-oriented solutions to our clients. We have been helping hundreds of global companies to transform their business technologies and save millions.

We are looking for proficient CSM Head

Please find below the Job description.

Job Summary

We are looking for a customer success manager who can provide ongoing support to our clients and network with them. The candidate should be able to contribute to building relationships, implementing new programs that will increase business’ revenue potentials and minimize churn rates.

Experience

12+ years

Location:

Panchkula

Position Type:

Full Time

Attributes and Skills required

• Build and maintain lasting relationships with clients by understanding focus and needs and anticipating them in advance
• Coordinate internal and external resources to expedite workflow
• Stay current with company offerings and industry trends
• Oversee and achieve organizational goals while upholding best practices
• Perform account mining/penetration activities to increase product adoption and revenue

Role and Responsibilities

• Establish clear client retention goals
• Understand customer pain points and help drive escalations by coordinating between Product Management, Support groups, and other cross teams.
• Shall take care of Accounts Renewal, Upselling, Hourly reports. - Impeccable Customer satisfaction. - All deliveries, coordinating between customers and delivery folks.
• Be the key advocate for our Customers on behalf of Grazitti with a focus on Transformation, Engagement and Experience.
• Candidate will work with customers to maximize customer value realization by ensuring a productive partnership that meets customers aims .
• Consistently meet and exceed daily and weekly call goals for providing touch points for existing customers
• Leading a team of 8+ people
• Process milestones for the clients and employees to work toward
• Promote the value of the product
• Upsell services and products with the brand image
• Promote value through customer experience

Other Key Responsibilities

• Adherence to internal QMS (Quality Management System) procedures & Information Security Controls according to implemented ISMS (Information Security Management System) of the Organization.
• Report immediate Reporting Manager/Supervisor related to incidents,