Job Description : 

Enercent is on the lookout for a Customer Success Manager to manage a higher level of customer satisfaction, aid in retaining customers and demonstrate product usage. You will serve as the focal point of contact for our key clients. You are also required to understand the customer success criterion in and out, and come up with relevant, practical solutions and prove your mettle as a trusted advisor for our customers.

Successful customer success managers have a deep understanding of the energy industry and trends, regulatory landscape, and challenges facing all stakeholders in the energy ecosystem. The CSM must be able to develop relationships with customers resulting in opportunities for the CSM to guide customers to adopt industry best practices and solution approaches compatible with the needs of both organizations. This involves an ability to think strategically, be highly organized, and be able to dive into appropriate technical depth when required and evangelize the solution that would best meet the customer needs - internally and externally. Excellent written and oral presentation skills plus a passionate, optimistic and a winning attitude is a must.

Responsibilities :

- Identify, comprehend and clearly articulate clients' requirements to define, analyse and implement an end-to-end solution.

- Analyze and elevate client's engagement with the platform features and capabilities, adoption of the product and create a compelling business case for adopting new features, hence paving way for an upsell or cross-sell.

- Analyze clients- performance and prescribe methodologies for optimal budget management, faster growth, higher conversions and an effective customer engagement.

- Sustain business growth and profitability through excellent account management.

- Collaborate closely with team members, support renewals/ retention and expansion opportunities.

- Identify, comprehend and clearly articulate clients' requirements to define, analyse and implement an end-to-end solution.

- Reporting : Report to executives and the board on past results and renewals and upsell forecasts, e.g. through dashboards and presentations

- Analysis : Track leading indicators and upsell, and analyze them to understand what's going well and what's not

- Alerts : Monitor and inform against upcoming renewals, changes in adoption, usage

- Customer Lifecycle : Determine the timing and content of touchpoints along the customer journey, to drive optimal adoption and net promoter score

- External Communications : Coordinate with Communications leads to synchronize email outreaches with CSM touch points

- Risk Management : Detect early signals of at-risk, design playbooks to address them, and provide path to escalation

- Opportunity Management : Identity top candidates for upsell

- Cross-Functional Coordination : Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers- needs, including processes for CSMs to:

- Relay customer feedback to the Product team

- Align with the Support team on resolution of major cases and report bugs to the Engineering team

- Provide feedback to Sales on the readiness of our customers

- Help the Onboarding team overcome any delays in implementation

- Enablement : Provide materials and data that help CSMs work more effectively

- Systems : Implement and manage software that facilitates CSM activities

- Ensure is our company's single source of truth for customer health

- Create dashboards to measure customer success

- Develop ideas for how teams can use, and share during our monthly CSM sync

Required :

- 2+ years in Customer Success functions at a Enterprise/ B2B SAAS companies

- Passion for designing processes that scale

- Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions

- Enjoys - getting their hands dirty- by digging into complex operations

- Takes a high degree of ownership over their work

- Clear communicator with professional presence

- Strong listening skills; open to input from other team members and departments

- Ability to lead through influence

- Preferred : Previous experience in similar role

- Qualification: BE/B.Tech/MBA/MS in computer software engineering or similar fields.

- Experience: 2+ Years

- Location: Bengaluru

- Employment Type: Permanent

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