Customer Success Manager

Job Description Roles & Responsibilities Responsibilities: Empathize with every aspect of the customer experience, putting customers need first. Maintain high levels of customer engagement (including on-site meetings) with a focus on customer satisfaction and loyalty. Conduct usage and adoption reviews, and proactively suggest solutions to common customer challenges. Continually identify and develop new uses for WebEngage that drive adoption and that align to customer business needs and marketing goals. Proactively spot and correct any issues that could affect customer satisfaction or retention Coach customers to be product experts and train their teams on best practices so they become increasingly self-sufficient. Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers. Be responsible for upselling and renewals, and increase the revenue per customer. Implement and optimize cross-channel retention campaigns for the customers. Help drive customer references and case studies, and produce reports and presentations to explain insights and results to marketing professionals. Provide strong account management to existing clients, offering support and keeping them abreast of new products and services that could be of value to their business. Desired Candidate Profile Strong customer service background, follow-up, and organizational skills. 3-4 years of relevant SaaS Customer Success experience Bachelor s degree in IT/Computer Science. A Masters degree in Business Administration would be preferred Diplomacy, tact, and poise under pressure when working through customer issues. Excellent personal presentation and communication skills & strong client servicing skills. Strong problem-solving skills and working knowledge of web applications, HTML, JavaScript, CSS, iOS and Android platforms. Company Industry IT - Software Services Department / Functional Area HelpdeskCustomer ServiceTelecalling Keywords Customer Success Manager Get real-time job updates only on our App