Senior Customer Success Manager

Role Overview

• Customer Success Manager play a key role in driving Customer onboarding, adoption of product and identifying new business opportunities for customers by being a customer advocate.
• Work closely with Sales teams to help transition the account from Pre-Sales to the Customer Success Management.
• Work with customers to establish critical goals or other key performance indicators for Go-live.
• Establish measurable criteria for success based on customer goals thereby building organizational alignment with Product Management/Onboarding/Services for Go-live.
• Work with the Onboarding team to ensure customers are onboarded quickly with Key objective/ met in a stipulated time.
• Accelerate adoption of new solutions by helping prioritize projects and support activities that deliver the best ROI within the shortest time frame.
• Work closely with customer Champions/Economic Buyers including Director/Manager/Engineer Level stakeholders to drive value realization through Deliver Quarterly Business reviews and adoption workshops.
• Understand customer pain points and help drive escalations by coordinating between Product Management and Support.
• Conduct product demonstrations and presentations under the guidance of experienced.
• Be the customer's concierge, counsel and coach to achieving business outcomes and new goals are continuously set – and in the process generate referrals and advocates.
• Integrate retention, adoption, user experience and happiness as part of every customer engagement.
• Partner with CS Operations to plan outreach campaigns based on customer.
• Consistently meet and exceed weekly/Monthly/Quarterly engagement goals for providing touch points for existing.
• Manage Product Feature, custom requirements with relevant internal stakeholders to ensure delivery and adoption risks are.
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account.
• Travel to the USA and Europe on Business Visa to grow customer network when required.
• Maintain the Annual Recurring Revenue from assigned accounts by managing account retention and.
• Work closely with Account Sales teams with identifying Upsell/Cross-sell opportunities in existing customers.

Requirements

• Customer facing experience in Solutioning /Post Sale Support/Customer Success/Project management with a Technical
• Experience in handling Enterprise customer accounts in the current / previous roles
• Strong customer management skills during advocacy/escalation with ability to influence clients'
• Good understanding of key technical concepts around Network, PKI, Automation, Security and systems
• Willingness to learn and understand our solutions and being able to teach the product to our customers
• Time management skills and the ability to multi-task across multiple
• Worked and interacted with F500 organizations in the North American or European markets
• Exceptional communication skills, both oral and written, coupled with excellent listening skills
• Comfortable working in extended time zones to align with the global team and in a fast-paced environment.

Tech Stack

• Go

Benefits

• Competitive incentives
• Health & wellness policies
• Saving & investment schemes
• Time off/sabbatical eligibility
• Dedicated L&D