Job Title:

Customer Success Manager

Reference Code: RRF004077

Location: Bengaluru

Experience: Min 5 yrs

Function: Go To Market

Positions: 5

Job Description:

  • Influence customer lifetime value through higher product adoption, customer satisfaction and overall CSAT scores
  • Being the trusted partner for the customer on the use-case and product functionality
  • Quarterbacking experiences by various cross-functional teams at Acqueon, on behalf of the customer
  • Drive new business growth through greater advocacy and reference-ability
  • Increase renewal rates and reduce churn
  • Define operational metrics for team
  • Establish a system for tracking metrics
  • Create cadence for review within the team
  • Expose a subset of metrics to the executive & leadership team

Primary Skills:

  • 5+ years’ experience in leading customer-facing organizations
  • Ability to manage influence through persuasion, negotiation, and consensus-building
  • The ideal candidate will have a background in post-sales customer service and experience
  • Strong empathy for customers
  • Experience in working with complex, multi-divisional, multi-geographical customers
  • Strong leadership skills – Enthusiastic, Creative and ability to inspire others
  • Impressive executive presence and communication and presentation skills
  • Ability to create structure in ambiguous situations and design effective processes
  • Bias for action
  • Passion for technology and for being a part of a fast-growing SaaS company
  • Experience working with cross-functional teams (e.g. Sales, Product, Engineering, Services)
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Relevant Bachelor’s degree; preference for computer science or related degrees

Secondary Skills:

  • Maintains customer satisfaction by providing problem-solving resources.
  • Resolve customers’ questions and problems.
  • Prepares and completes actions plans.
  • Completes health check audits.
  • Identifies customer service trends and determines system improvements.
  • Determines customer service requirements by maintaining contact with customers and identifying operational environments.
  • Conducts surveys and forms focus groups.
  • Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
  • Managing processes & Process improvement
  • Strong decision-making skills.

Apply Now!

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Acqueon