Responsibilities includes :

1. Engage proactively with customers using the engagement model (based on customer segment) laid out

2. Understand and document customer's business flow (for large customers) and deep understanding of use-cases

3. Have deep product knowledge. Ability to showcase product demo + work out solutions for business use cases using best product-fit.

4. Aligning with key customer stakeholders to establish a stronger customer relationship management program (stakeholder mapping)

5. Work with internal cross-functional teams (product, sales, pre-sales, marketing, product marketing, support etc.) to ensure customer's issues/solutions are addressed

6. Work with Program Manager (Customer Success) to derive data driven insights/intelligence to run focused and result oriented customer engagement programs. Understanding of SaaS metrics and Own two key metrics (Increase Product-Adoption & Customer Retention)

7. Responsible for the management of the post-sales relationship of a portfolio of customer accounts to foster long-term business partnerships.

8. Increase customer satisfaction by understanding business needs and providing additional Interview Mocha solutions and resources.

9. Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.

10. Act as an escalation point to drive problem resolutions in a timely and proactive manner.

11. Identify at-risk renewals and deliver on customer remediation plan.

12. Monitor customer health to track usage and customer satisfaction.

13. Delivery of periodic (monthly/quarterly) Customer Success Forums (CSF) and Quarterly Business Reviews (QBRs) to review and analyze statistics, metrics, and provide recommendations.

14. In concert with the Sales teams, forecast retention, renewal, and status for assigned accounts. Profile of the candidate

15. Should have good command over English (written and spoken).

16. Should have great presentation skills

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