Customer Success Manager Job Vacancies in Chennai

Roles & Responsibilities:2-4 years of experience in customer success or a similar role. Should have work experiencein the B2B SaaS domain and handling US or UK customers.Proven ability to build and nurture long-term relationships with customers.Experience in effectively managing customer expectations and providing satisfactory service.Have a customer-first mindset and prioritise what matters to them.Ability to listen actively to the customer, and understand their concerns or feedback toprovide proper assistance.Persuasiveness to encourage customers to adopt the new features or recommendedsolutions.Proactiveness in identifying and resolving potential issues a customer might encounter.Ability to collaborate and lead cross-functional teams to deliver excellent customerexperience.Empathetic and perceptive to understand the customers needs and offer timely assistance.In-depth product knowledge to provide effective guidance and support.Exceptional written and verbal communication skills.Efficient time management to meet customer needs in a timely manner.Good to haveStrong industry knowledge to ensure our practices and processes are aligned with theindustry standards.Ability to educate customers on product usage and mentor team members to support theirgrowth.Proficient in promoting the brand and the product through meaningful customerinteractions.Creative thinking skills to come up with innovative solutions for problems faced by ourcustomers.

The Customer Success Associate (CSA) is a high-energy strategy-focused customer advisor responsible for developing customer relationships that promote retention and loyalty. The CSA will define, develop and execute effective customer adoption and success strategies. The CSA is able to discuss and advise on core functionality & features of the software beyond the fundamentals, and the art of what is possible. The CSA helps customers realize business results by serving as the post-sale conduit for our customers, and also ensures that our engineering teams understand the in-depth feedback through the eyes of our customers.JOB RESPONSIBILITIES Own the complete customer life-cycle of onboarding, adoption, expansion, and renewal. Strive to continually drive faster time to value and improve overall customer satisfaction & reduce churn. Understand customers objectives and how they translate to outcomes. Develop new & improve existing new user guides & documentation of the product features & capabilities. Identify opportunities for up-sell and cross-sell. Bring intelligent product feedback and recommendations from customers back to Product & Tech teams. Conduct ongoing operational reviews and suggest process improvements.

Must be Proficient in Digital Platform.Responsibilities:-- Lower Chum rate;- Major Challenge for Revenue Growth;- Contextual Product Education- Should create guided walkthroughs & onboarding processes;- Monitors product usage;- Major goal must be account expansion;- Develops Healthy Customer Relationship- Enhances Customer Training;- Evaluates and Analyses Customer Needs;- Builds Trust & Transparency with Clients;- Onboards New Clients;- Acts as a Customer Advocate;- Encourages Customers to Upgrade their Products;- Promotes Customer Loyalty;- Provide Customer resolutions quickly;- Promoting the Product & brand in an effective manner;- Has to work with account teams to plan and execute long term account plans to facilitate retention & growth via product and new business unit expansion;- Manage the proactive customer life cycle leading to high rate of renewal & growth.Traits Required: -- Proven track record of meeting & exceeding targets;- Understanding of Enterprise SaaS business motions & customer lifecycle;- Proven ability to develop working relationships at all levels of management, both inside your company & within customer accounts;- Experience with sales, project management, account portfolio planning &prioritization;- Ability to prioritize, multi-task, and perform effectively under pressure;- Excellent written & spoken communication skills;- Possess top-notch organizational and analytical skills, especially with Salesforce/Gainsight knowledge;- Understanding of virtualization and cloud computing (Hypervisors, VMware, Xen);- Track record of successful planning & execution of Executive Business Reviews;- Experience with migration between on-premise & cloud platform;- Experience with System Administration with Linux (Ubuntu, CentOS, RedHat), Microsoft Office, Microsoft 365, Google Workspaces;- Experience in generating expansion opportunity & securing references from your portfolio will be a great advantage.

Hire, train and guide Customer Success Advisors(CSA) to meet expected goals.Set monthly CSA goals and measure results vs. goals.Build and maintain strong customer relationship by providing excellent customer service.Identify performance improvement areas and provide recommendations.Communicate CSA performance levels including areas of concern to management.Develop action plans for improving CSA performance.Follow all company and safety guidelines and policies.Develop business improvement initiatives based on current market trends and competitors.Manage CSA's to achieve company goals and objectives.Experience in team handling at Insurance industry will be an added advantage.Current Agency team managers from Insurance industry are still permitted to work a second part-time job with us.