Job Description

• Work with a fast place telecom Startup in NCR
• Work closely with the global and indian leadership team

About Our Client

A leading telecom startup in the cloud infrastructrue space.

• Drive customer adoption and success within the existing install base (can be within a defined geographic region and/or set of customers)
• Understand a customer's overall use of the client's products, services, education, and support services
• Understand a customer's business priorities, overall technology landscape, and organization to ensure use of support processes and escalation procedures to drive desired business outcomes
• Act as an internal advocate between customers and business functions (e.g., customer service, professional services, education) to ensure the appropriate resources are engaged to address specific obstacles impeding a customer's adoption
• Provide proactive onboarding support to designated customers to ensure a positive customer experience and expedite time to value with a new product or solution
• Promote customer participation in customer communities and customer usage of available knowledge base and online support tools
• Drive renewal readiness efforts by documenting licensed technology, customer owners, and usage status to share with account team members as needed
• Understand and document the adoption and relevance of all licensed products or services for assigned accounts through sales account management software; ensure internal stakeholders are aware of any limitations to adoption or risks to renewal
• Coordinate adoption-enhancing activities to mitigate any identified risk
• Build and maintain strong working relationships with colleagues in sales, services, support, operations, product development, and product marketing to cultivate cooperation in customer activities
• Ensure notification of major software releases and any end-of-service/end-of-life announcements are delivered appropriately to the customer

The Successful Applicant

Education

• Bachelor's degree required
• MBA preferred

Background/ Experience


He/She needs to be a self-starter with 'growth mindset' to be able to take up 'industry first' challenging assignment with the approach of a 'entrepreneur-manager' (do-what-you-have-to-do, v/s to do- what- you- have- to be -told to do)

• 8-10 years of experience in customer success management, support/service experience in the IT industry, or a similar/adjacent industry
• IT project management experience, including the rollout of customer success, support/service platforms, and client preference centers and portals
• Reporting and dashboard development
• Analysis and delivery of customer health, including using data from various systems to present a holistic view of the customer experience
• Management and achievement of retention, growth, and profitability goals
• Creation of metrics and dashboards

Competencies

Skills

• Ability to communicate effectively at all levels - including senior management and technical personnel
• Ability to work within a fast-paced and dynamic environment
• Ability to multitask
• • Proven customer service skills
  • Demonstrated strong communication skills
  • Demonstrated proficiency with Microsoft Office and relevant SFA systems
  • Ability to manage and coordinate escalations

What's on Offer

This is a leader role as CSM starting as an individual contributor and the ideal candidate will, in future, develop and grow customer-obsessed professionals who partner with customers of all types to advise, mentor, and accelerate customer value through platform adoption. In this role, you will be technically capable and credible in your own right as well as effective in shaping the customer journey. You are responsible for proactively driving all customer post sale activities to ensure customers receive maximum value from their purchases. He or she orchestrates platform's capability to deliver a positive and integrated customer experience and executes programs to drive adoption, ensure positive renewal outcomes, and enable customer loyalty. The customer success manager gains and leverages account intelligence to drive best practices throughout the customer lifecycle.

Quote job ref
JN-092022-5751584

Job summary

Function
Sales
Sub Sector
IT & Telecommunications
Industry
Technology & Telecoms
Location
Gurgaon
Job Type
Permanent
Job Reference
JN-092022-5751584