Customer Success Manager
- Icertis
- 5 - 10 years
- Pune
- 2 months ago
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Job Description
- Ensure that customers are highly engaged, knowledgeable, and successful in their platform adoption and business objectives/goals
- Drive high customer engagement that results in platform adoption, contract renewals, and revenue expansion
- Develop senior customer relationships and aim to serve as a trusted advisor
- Proactively identify, forecast, and mitigate revenue churn
- Develop customer specific plans to accelerate value creation from the platform leading to customer renewals and platform expansion
- Identify expansion and cross sell revenue opportunities within existing customers
- Maximize customers use of Icertis platform and increase customers knowledge of platforms capabilities
- Introduce new (and unused) platform innovations and articulate value to motivate customers to deploy and adopt to maximize platform effectiveness, stickiness, and value realization
- Work cross functionally with Icertis Leadership teams to deliver customer success
- Build action plans to remediate NPS feedback to increase reference-ability across the global customer base
- Develop tools and processes to accelerate customers adoption of Icertis platform capabilities
- Built tools to quantify the value realized from adopting the Icertis platform
- Be subject matter experts with broad and deep knowledge of contract lifecycle management processes and develop the skills and expertise of all Customer Success resources
- Contribute to the continuous improvement of the Customer Success team by sharing knowledge, best practices, process improvements, and customer success stories with your colleagues across the globe
- Demonstrate functional and platform expertise at customer and partner events.
- 5+ years of customer facing experience, through a combination of technology, procurement, contracting, legal, commercial and / or consulting leadership
- Flexibility around customer engagements and doing what is required to support the business
- Proven experience with implementing leading practices related to SaaS solutions, preferably contract lifecycle management platforms and solutions
- Demonstrated experience in program and customer management
- Ability to drive multiple priorities and handle complex customer relationships through partnering and ensuring accountability
- Ability to quickly establish credibility and foster trust-based relationships at all levels with customers
- Desire to work in a collaborative team environment and willingness to share leading practices regularly with the team
- Experience relating customer business problems & aligning solutions by understanding the platform landscape
- Bachelors Degree required, MBA a plus
- Ability to travel up to 60%
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success ManagerEmployement Type: Full timeContact Details:
Company: IcertisLocation(s): Pune
Keyskills: Procurement Automation Customer management Compliance Contract management SAAS Consulting Revenue expansion Continuous improvement Customer engagement
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Icertis
Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered v...
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