Customer Success Manager
Full Time
Hyderabad
Posted 1 year ago
- Ensures high client satisfaction and account success
- Develop and Monitor Customer Value Plan through regular account reviews
- Drive product adoption and overall account health through coordination of critical escalations, reviewing aged Support tickets, advising on features, answering usage, product and workflow questions to ensure feature adoption, etc.
- Initiates and help prepare for, attend and participate in quarterly business reviews (B2B CSM owns QBR)
- Advocate for customer if they require additional support from other teams (ATS, Tamed.)
- Partner with Technical Account Manager when Services is purchased to entire 100% customer satisfaction Quarterback internal processes essential to client success based on predefined guidelines
- Ensure seamless client experience across implementation, product performance, and billing based on predefined guidelines
- Manage and resolve client escalations related to product performance, billing, and other operational issues as per given SOPs
- Fulfil client requests for basic product demos / calls
- Track client usage and adoption metrics including Revenue Support the client success sales cycle
- Execute standard renewals (i.e. renewals with no change in terms) and non standard renewals in coordination with LiveRamp personnel
- Track renewal timelines and leading indicators of churn (e.g. revenue contraction or change in customer health score)
- Identify gaps in people, process & technology that prevent clients from realizing value and communicating a plan for closing all gaps with leadership
- Partner with Commercial Team (AE, CL, MD) by coordinating internal efforts to develop customized solutions for upsell
- Identify and Advise Commercial Lead on upsell/ Expansion opportunities
- Negotiating Commercial Terms on Contracts
Job Features
| Job Category | IT |
| Experience | 4 - 7 years |
| Skills | Renewal Management,Risk identification and mitigation |
| Primary skills | Renewal Management,Risk identification and mitigation |
| Education | Any Graduate |
| Openings | 10 |