Customer Success Manager Position
Job Description
JOB DESCRIPTION – Customer Success Manager Position
Location: Mumbai
- Experience in negotiating, dealing, interacting, retaining, and acquiring new customers.
- Strong ownership attitude and rigor to drive the team.
- Excellent communication skills with ability to interact and engage with both internal and external stakeholders; should be able to handle communications across verticals.
- Acumen to translate business requirements into technical solutions and vice versa. Can identify business opportunities with existing customers or partner with others to create one.
- Can lead culturally and functionally diverse teams working across time zones.
- Must come from a technical background to understand Mozark’s core products. Preferable educational/skill-set backgrounds – CS, ECE
- Work experience of 3-7 years. Must come from an enterprise background, preferably Software.
- Comfortable with the shifting dynamics of a start-up.
- Customer onboarding, training, and support
- Making customers aware of resources such as knowledgebase articles, tutorials, how-to videos, and webinars
- Gathering customer feedback and sharing it internally to improve the product and/or establish better Customer Support practices
- Analyzing customer data and helping them discover aspects of the product that are most beneficial to them
- Carrying out periodic health checks to avoid churn
- Firefighting during account escalations
- Account management and renewals
- Keeping customers updated on changes to the product they’re using, new features, and new products they might find useful
- Encouraging customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, and referrals
- Upselling and cross-selling through review of customers’ progress