Customer Success Manager

Job Code - CSManager

Designation: Customer Success Manager

Experience: 2 +years

Education: MBA (IT or Operations) or PGDM

Skills:

• Excellent Communications skills verbal and written are required for the role

• Ability to understand customers stated and un-stated needs/objectives from the solution

• Should have leadership qualities

• At times hands-on involvement helps motivate the team and also helps during crisis situations.

• Ability to foresee risks and mitigate them in anticipation.

• Ability to conceptualize IT solutions and understand new and old technology easily

Job Description:

• Gathering the project requirements from Business Analyst or the client.

• Documentation of the Project requirements and defining the Software Requirement Specifications.

• Ownership of the entire project from end to end till the project is closed.

• Documentation at various stages of the SDLC scope, Quality Assurance, Test Plans, Checklists for

• Developers, Design documentation, Client deliverables (status updates, Risk Analysis).

• Ability to identify Change Management during the project.

• Payments and profitability of the project.

• Team management (task allocation, motivation, productivity).

• Work closely with client and own overall relationship with assigned clients. Include increasing adoption, ensuring retention and satisfaction.

• Develop, prepare, and nurture customers for Account growth.

• Work to identify and/or develop upsell opportunities.

• Understand different segments of customers, design solutions to help them achieve their goals

• Coordinate with product management/support team for new requests

• Client training/webinars, introduce new features to clients

• Drive revenue - Expansion, adoption, engagement or renewals. Approaching problems in a pragmatic and logical way, taking the time to listen and understand what the customer needs and find an appropriate solution.

• Create Knowledge Base articles and documentation with our technical team so that it is customer ready.

• Ensuring positive customer account at all times.

• Ability to forecast upcoming deliveries and business.

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