Customer Success Manager
- Hytech Professionals
- 10 - 15 years
- Noida, Gurugram
- 9 days ago
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Job Description
JOB OVERVIEW:
The Customer Success Manager will be responsible for building strong relationships with our
customers, ensuring their satisfaction, and helping them achieve their desired outcomes with our
products or services.
This role requires a deep understanding of our customer's needs and a commitment to delivering
exceptional customer service.
CSM's main goal will be to renew customer contracts and monitor invoices/payments.
RESPONSIBILITIES:
Issue Resolution and Support:
- Address customer inquiries and issues promptly and effectively.
- Work closely with the support team to ensure timely issue resolution.
- Document and track customer issues and resolutions.
Customer Feedback and Advocacy:
- Gather and analyze customer feedback to identify areas for improvement.
- Encourage satisfied customers to become advocates and provide testimonials and
referrals.
Reporting and Data Analysis:
- Maintain accurate customer records and account information.
- Use data and analytics to assess customer health and product usage.
- Prepare and deliver regular reports on customer engagement and satisfaction.
Customer Success Planning:
- Develop and implement customer success plans for key accounts.
- Set clear goals and objectives for customer success, and regularly assess progress.
Customer Testimonials
- Collect customer testimonials
Product updates
- Conduct webinars/meetings to update them about product updates and collect
feedback for new features
Customer Training
- Conduct customer training related to the product
Coordination with Team
- Coordinate with the product development team and support team to monitor
customer request status
REQUIREMENTS:
Proven experience in a Customer Success role or similar customer-facing role.
Strong communication and interpersonal skills.
Excellent problem-solving and analytical abilities.
Understanding of the industry and market trends.
Ability to work collaboratively with cross-functional teams, including sales, support, and
product development.
Experience within US or UK market.
IT product experience (SaaS based).
QUALIFICATIONS:
Bachelor's degree in a related field (IT, Business, or similar).
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success ManagerEmployement Type: Full timeContact Details:
Company: Hytech ProfessionalsLocation(s): Noida, Gurugram
Keyskills: Client Onboarding Client Engagement Complaint Handling CSAT Stakeholder Management Complaints Resolution Customer Focus
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Hytech Professionals
About Us: HyTechPro, a rapidly growing company over the past 21 years, specializes in automating organizational processes. We excel in digital transformation through flagship services in Salesforce, DevOps, and Business Intelligence, triggering significant shifts in the industry. Our unique M...
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