About the role -
The Manager - Customer Success plays a pivotal role in the business and carries a high level of responsibility. As well as overseeing all operational areas of the business, the role is central in supporting business growth. He/she interacts directly with customers, internal stakeholders and providers.
Responsibilities -
- Monitoring progress of the projects through customer meetings and providing MIS and regular updates on various projects to senior management & stakeholders.
- Maintain a deep understanding of our solutions and content and educate clients about the most relevant features/functionality for their specific business needs.
- Serve as the voice of the client and provide internal feedback to Product, Engineering and other teams on how we can better serve our clients.
- Experience in setting up NPS / CSAT
- Monitor clients usage throughout their lifecycle to not only identify and prioritize at-risk accounts but also ways to mitigate churn
- Manage and coach a team of customer success executives and operations executives.
- Travel to client locations if needed to understand their needs, train them about Intugine's solutions and build relationships with them.
- Design and set up processes and work on continuous improvement of the set processes
- Collaborate with the technical team to set up or configure Intugine’s software platform as per clients’ requirements and troubleshoot technical issues raised by them.
- Set and monitor KPIs to access projects.
- Implement systems and processes that deliver improvement toward 100% conformance to client requirements.
- Research and analyze Intugine's new products and design a process for their implementation.
Requirements -
- 2-5 years of experience in business operations/customer success.
- Minimum 1 year of B2B Saas operations experience preferred.
- Minimum 1 year of management experience preferred.
- MBA preferred from Tier 1/2/3 colleges.
- You must be able to see the big picture as well as the finer details, as your work is across the spectrum. You will deal in small daily matters, as well as larger aims and setting goals. A systematic organized approach to work is vital.
- Brilliant communication and interpersonal skills, for dealing with many types of people at all levels in a direct diplomatic way is essential. An understanding of customer/client requirements is a must.
- Soft skills, including effective time management, prioritizing and delegation, is a must. You must be able to lead, coach, inspire, support and motivate your team, and always seek to improve best practice.
- Knowledge in SCM is a plus.
- Having natural creative flair and being full of ideas and energy to introduce new concepts and innovations would also be advantageous.
- Desire to assume responsibility and work autonomously.
- Highly organized and able to juggle numerous tasks.
- Good written and spoken English (being a native speaker will be a plus).