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58 from 176 jobs

Customer Success Manager

Company: InsideView
Location: India
Job Description

Location:  Hyderabad, India

Job Purpose:

The Customer Success function of the organization is responsible for helping customers to realize outcomes and fostering loyalty which improves retention and unlocks upsell potential. The Customer Success Manager role is imperative to support the greater company-wide revenue goal because existing customers are our most significant source of revenue.Loyal customers who are realizing the value of InsideView:Are willing to spend more, leading to increased ACV.Are more willing to consider additional products and services, leading to more upsell revenue.Are less likely to churn, leading to higher retention.Advocate InsideView to others which generates referral business.Revenue uplift due to customer loyalty can be quantified, which is the basis for Customer Success Management. Successful companies must protect and nurture their most valuable asset?their customers.

Responsibilities

  • Customer Facing/Revenue Driving: Work directly with our customers to drive usage, adoption, satisfaction, and outcomes.
  • Understand how customers go-to-market to provide thoughtful recommendations on best practices and pro tips for maximizing the value and return on their investment.
  • Coordinate with Customers, AMs, AEs, Implementation, PS, SE, Support, and Product to support customer needs & deliverables.
  • Showcase testimonials, outcomes, and ROI to help support renewals and retention of the customer base.
  • Serve as an internal advocate for customer needs and identify demand for product roadmap initiatives.
  • Internal/Administrative/Communication: Manage Gainsight scorecards, tasks, and timeline to provide insight into customer health, coordinate actions, and create accountability for managing the customer lifecycle.
  • Monitor user sentiment and identify opportunity areas through NPS feedback and ad hoc check-ins.
  • Help monitor and manage license allocations and perform regular product audits to ensure proper deployment and usage.
  • Update Salesforce.
  • Escalate helpdesk tickets/bugs/issues to ensure quick resolution and communications feedback loop.

Background & Skills

  • ~ 5 years of customer service experience
  • Experience with CRM systems
  • Understands a customer facing role in the SaaS, software, or technology industries and
  • Excellent verbal and written communication skills, analytical skills & problem solving skills
  • Ability to work effectively and collaboratively in a fast-paced environment and in an ambiguous work environment
  • Bachelor?s degree in a related discipline

Nice to have

  • 4+ years of experience with a major Customer Relationship Management (CRM) software such as Salesforce.com or Microsoft Dynamics CRM
  • 2+ years of experience in Sales Force Automation (SFA)
  • 2+ years of experience in a B2B Software-as-a-Service (SAAS) company

job added more then 2 month ago on career.insideview.com

Thank you!