Customer Success Manager

About Company Introduction :

Website : http://www.otomeyt.ai

Location : Bangalore, India

Headquarters : Singapore

Job type : Full - time

About us :

- OTOMEYT is an AI driven HR Tech platform designed to empower companies to assess talent, avoid hiring mistakes & benchmark talent. Great companies rely on Otomeyt's suite of Assessments & Video Interviews to impact key business metrics (Time, Productivity & Subjectivity) & build great teams. We believe exceptional talent can come from unexpected sources. OTOMEYT offers efficient talent screening & hyper scalable Video interview platform allowing organizations to build strong, proficient teams.

- We are a bunch of passionate individuals having a common goal of placing Otomeyt highly in global HR Tech landscape. Over past 2.5 years we have worked with global enterprises & new age startups & enabled them in impacting key business metrics. We put our customers first & believe product value is always greater than an invoice value.

About the Opportunity :

- This role provides you the opportunity of growing with a fast-growing brand in the ever-dynamic HR Tech industry. To be successful in this role you need to show loads of initiative and a drive to contribute to a team producing outstanding work.

- If you are the kind of person that can share the same passion like we do, loves to get things done, collaborate with colleagues all over the world and is interested in joining a fast-growing global company that is trusted by the world's top digital brands and truly cares for its customers, join us at Otomeyt!

Role Overview :

- We are looking for customer success manager to manage Otomeyt's most strategic enterprise clients to drive retention, renewals, adoption, customer satisfaction and growth. This is a high-profile customer-facing role requiring outstanding relationship management skills, strong business & technical acumen. The ideal candidate will work with CS team and business leaders to understand the business goal. At the same time, the candidate will coordinate cross-functional teams to ensure a successful transition from deployment through ongoing account management. The ideal candidate is hands-on & result oriented, with strong communication & problem- solving skills to make Otomeyt a world class customer success & a SaaS organization.

About Role :

- Responsible for the management of a portfolio of client accounts to foster long-term business relationships

- Launch new signed accounts smoothly and seamlessly

- Onboarding clients into the process, addressing their questions & concerns, as well as ensuring that they are aware of the services accessible to them

- Performing business reviews to ensure that our products and services are meeting their expectations

- Promote the products worth with the brand image, and upsell services and products

- Identifying expansion opportunities within handle accounts effective liaison with the internal teams to ensure client needs are fulfilled effectively

- Lead and own all post-sales activity in order to create recognizable business value for our top customers. You will build positive relationships, demonstrate product knowledge, plan, and execute on the customer success plan (CSP) to ensure broad adoption of our products & solutions

- Identify opportunities for growth & accelerate adoption of new solutions by helping prioritize projects and support activities that deliver the best return on your customer's investment within the shortest timeframe.

- Be the customer's voice & provide feedback to internal teams on how we can better serve our customers

- Collaborate from proposal through delivery to translate customer business and technical challenges into solution based on products & services

- Develop & maintain close relationships with key management sponsors within a select group of named accounts (from key users to CXO) becoming a trusted advisor to the customer

- Increase customer satisfaction by understanding business needs, managing use case enablement plans, and providing additional security solutions

- Delivery of periodic (Monthly/Quarterly) customer success forums (CSF) & quarterly business reviews (QBR) to review and analyse statistics, metrics & provide recommendations

- Drive stickiness via technical workshops, webinars, roadmap discussions

- Drive business outcomes for customers helping them realize ROI on solutions & services

- Drive customer reference for existing customers and prospects

- Deliver a proactive customer contact strategy to drive renewals, customer adoption, training, and revenue growth

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

- Monitor customer health to track usage and customer satisfaction

- Forecast renewals, retentions, and health of the existing clients

- Ability to detect challenges, root causes, and solutions as well as superior problem-solving skills

- Assist with an escalation of product or process-related issues on a local level

- Excellent skills in MS office- PPT, Excel & word

About you :

- 2-3 years of experience in a high-touch customer success/strategic consulting role (Customer success with a technical background is ideal)

- Willing to work in any shifts (predominantly EMEA, APJC region)

- Good understanding of SaaS & PaaS model

- CSM certification is a plus

- Excellent communication skills (Written & verbal both)

- Strong sense of ownership with a bias of action and willingness to role-up your sleeves

- An enthusiastic & dedicated approach to connect customers with an understanding of their needs and ensuring they understand & realize the full value of our products & services

- Thrive in developing deep customer relationships and managing assigned accounts to results in continued revenue generation and high levels of customer satisfaction

- Demonstrated ability to maintain composure in stressful situations, respond to customer needs quickly & effectively, adapts to change and is comfortable with high levels of ambiguity

- Willing to travel PAN India, ensuring to have a healthy client networking relationship

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