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23/03 Udayashree
HR Recruiter at Replicon

Views:72 Applications:52 Rec. Actions:Recruiter Actions:4

Replicon - Manager - Customer Success Management (8-15 yrs)

Bangalore Job Code: 152423

Replicon is looking for a passionate, energetic, and results-oriented individual to join our team as a Manager for the Customer Success Management Team. At Replicon, our mission is to continue creating the most user-friendly, fast changing, and future ready time tracking platform and our Customer Success team sits at the heart of this goal. The ideal candidate will have a strong mix of relationship management, strong analytical, strong business, sales, and technical skills. This is a highly cross-functional role, and you will collaborate with engineering, sales, and professional services to drive process, create solutions, and make Replicon a world class customer centric organization.

Responsibilities :

- Manage a team of Customer Success Managers & lead them to deliver outstanding experiences that drive strong retention of accounts that would lead to renewals, adoption of Replicon products

- Optimize the end-to-end customer lifecycle

- Partner with cross functional teams to ensure renewal and expansion opportunities are identified successfully

- Ensure that a clearly defined customer success plan is in place to expand product adoption and grow the relationship

- Drive new business growth by generating advocacy and customer references

- Identify growth opportunities and close upsell/cross sell deals to grow the book of business

- Measure effectiveness of Success programs through metrics, dashboards, and operational reviews

- Ensure that account issues are resolved quickly by leveraging or escalating to resources from across functions and working closely with the respective teams

- Promote a customer-centric mindset across the organization and align initiatives across cross-functional teams

Qualifications :

- 3+ years leading teams of CSMs/AMs in hi-tech software/security Industry working with mid-market/enterprise clients

- Overall, 8 to 10 years of client facing experience in SaaS, Product based company, customer success management or similar roles

- Executive level interpersonal, project management, communication, and problem-solving skills

- Experience scaling a team in a fast-growing SaaS Product company or other similar organization

- Executed win-win negotiating strategies to maximize renewal value while enhancing customer relationships

- Identify potential growth accounts and upsell/cross sell Replicon's solutions to expand the account base

- Experience working with mid-market/enterprise accounts to identify and solve challenging business problems

- Comfortable in a fast-paced and ever evolving environment

- Experience using Salesforce or other customer relationship management solutions is a plus

- Willing to work in North American (PST) shift.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

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