Customer Support / Success Manager
As the Customer Success Manager, you will act as one point of contact and trusted advisor, providing customers with expert guidance on our solution, helping them with adoption and ROI. You will collaborate closely with multiple internal teams to address technical inquiries, help product usage, and offer concise explanations on our products' capabilities and potential applications. Your expertise will foster customer confidence and support customers to realize their business goals.
You will also be responsible for managing the end-to-end customer lifecycle, onboarding, and account management. The role’s key deliverables will include query addressal, issue resolution, spearheading customer onboarding, managing customer churn, improving Net Promoter Scores, ensuring ROI realization by meeting customer KPIs, and monitoring the health of accounts based on predefined parameters. Additionally, you will maintain high engagement levels through monthly customer meetings, secure effective customer referrals, and facilitate the creation of case studies and interviews for the accounts under your care
Be a strong customer advocate by forecasting quality and delivery issues and driving organizational change using customer feedback.
- Document project details such as artworks, packaging specifications, substrates, printing technologies, device demographics and work with the product and delivery teams to develop tailored solutions that address specific client needs and challenges.
- Drive customer centricity, be updated on industry news and aim for customer delight
- Spearhead customer onboarding and monitor quality and delivery timelines with effective stakeholder communication.
- Manage customer churn, Net Promoter Scores, and ROI realization as part of account management.
- Ensure product delivery aligns with committed timelines, quality standards, and scope of work (SOW)
- Identify upsell and cross-sell opportunities, provide leadership updates and keep records on each account
Bachelor’s degree in engineering or a related field is preferred
- Relevant experience in account management or solutions consulting, preferably in the SaaS industry.
- Excellent communication and presentation skills, with the ability to articulate complex technical concepts to non technical audiences.
- Hands-on experience in account management, customer onboarding, and working with international clients
- Proven track record of driving customer success initiatives and achieving account management targets.
- Experience with CRM and sales enablement tools such as Salesforce, HubSpot, or similar platforms.
- Familiarity with brand protection, anti-counterfeit solutions, or related domains is a plus.
- Strong automation background for streamlining manual processes, working on CSM tools
Vacancy posted 8 days ago
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