CUSTOMER SUCCESS MANAGER - JOB DESCRIPTION

LOCATION - GURGAON

TIMINGS - 8:00 AM - 5:00 PM US-EST

Key Responsibilities And Accountabilities : 

- Manage a portfolio of accounts, establish productive, professional, and profitable relationships with key personnel and

CXO's in assigned customer accounts.

- Lead, mentor and train a team of account managers.

- Coordinate with various departments within the organization, including support, service, technology and manage resources, to ensure seamless functioning of the client accounts.

- Responsible for client receivables; planning and execution of contract renewals.

- Continuously identify opportunities for up-selling /cross-selling the company product portfolio and meet assigned targets for profitable sales volume and strategic objectives in assigned accounts.

- Proactively lead a joint company-strategic account planning process that develops mutual performance objectives financial targets, and critical milestones for a one and multi-year period.

- Maintain a consistent schedule of online meetings with the client to manage performance objectives, customers expectations and assess customer needs on an ongoing basis.

- Document all requests and comments made by clients to ensure timely feedback and follow-up actions of client escalations.

- Lead solution development efforts that best address customer needs, while coordinating the involvement of all necessary.

- Continually innovate, develop, and suggest enhancements to the client management function such as new methods of analysis or service techniques.

- Work collaboratively with the Marketing team to build Customer testimonials and referrals.

- Create and contribute to - Thought Leadership- content and proactively seek opportunities to educate across the business on industry knowledge and customer best practice.

- Anticipate Customers- requirements and possible challenges - make our customers successful! Promote company's services through the relationships you have nurtured within the Accounts.

- Identify potential issues within the Accounts and work with the wider business to take timely and effective action to resolve them.

- Contribute to the development of company goals, growth, and profitability targets by being an active member of the

Company's team and culture.

BELOW ARE THE CSMs CORE 7 (seven) TASKS:

1. Onboarding : New Customer Onboarding is the most important task for any customer success manager.

2. Account Escalations : Support or response to any alerts, red flags, poor health. It can also be directly from a customer reaching out for some issue or any critical or overdue customer support ticket. This ensures that you control the fire when it is small and manageable.

3. Renewals : Customer renewals keep the recurring revenue recurring. Follow up on current month or quarter renewals to avoid any last-minute surprise. Especially, when long term contracts are due for renewal. Larger the value and/or duration of the contract, more the effort required. And sometimes it even requires fresh paperwork.

4. Upsell Campaigns : Upsell, expansion and upgrades are the three core ways to drive portfolio growth. A focused campaign or a planned nurturing campaign requires good timing, data, and strategy to be effective.

5. Periodic Health Checks : DO NOT leave even the healthiest, happiest, or oldest customers to chance. Calculating periodic health of (at least) key accounts is an important activity to maintaining that ever increasing mix.

6. Account Receivables : CSM at OculusIT is required to manage his/her portfolio's AR. This requires working closely with Finance department, review invoices, update, and follow-ups to ensure that all payments are received before payment due date. This also requires working with clients- AP department to handle any queries with respect to releasing payments via checks, wire or ACH.

7. Advocacy : Given that customer success managers are the customer relationship owners, it makes sense for CSMs to convert that relationship and value into real advocacy. It could come in the form of an internal NPS survey, external reviews, a case study, or the good old referral.

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