Customer Success Manager

Customer Success Manager

Join Our Customer Success Team!

Apply now
About the job
Responsibilities
Requirements

What will you get to do?

  • Engage & Develop relationships with our customers to deliver maximum value for the customer and CogniSaaS. Ensure customers take full advantage of all features and services resulting in strong customer health and value realisation.
  • Understand the organizational structure of the customer company, identifying the areas that present a deep strategic partnership opportunity. Build and grow multiple relationships across a customer’s organization
  • Analyse the adoption, engagement and usage data for your accounts to identify insightful trends that can be shared with the managers and business sponsors on a periodic basis so as to help them in refining their strategy and approach to achieve desired business objectives.
  • Build a Success Roadmap, outlining the key success metrics that we would jointly like to drive with the client leadership team. Thereafter, work closely with the key business sponsors on a regular basis to understand any changes to their strategic focus areas and key priorities to ensure continuous alignment of solutions, suggestions etc to achieve desired objectives.
  • Engage the client leadership team on a periodic basis to discuss the key insights and how they have impacted business outcomes as part of a formal Quarterly Business Review.
  • Working closely with the cross functional teams to ensure that the open issues, bugs, custom requests, enhancement raised by your clients are delivered within agreed TATs.
  • Introduce new product features launched on a periodic basis to your clients and generate awareness and interest amongst them to adopt these new features. 
  • Identify opportunities for expansion of use cases within the client organizations by delivering excellent value for the use case already deployed. 
  • Supporting the Marketing team in arranging for any surveys, references, testimonials, case studies required by them

Our ideal Customer Success Manager: 

  • Has 1 - 3 years of work experience in a high-touch Customer Success / Consulting / Pre-Sales consulting role in a B2B SaaS or Tech Product based company 
  • Should be open to working in different timezones. Note - Appropriate perks will be enabled
  • Strong consulting and project management skills, with proven results working as a trusted advisor to drive business value for our clients, including the ability to interact with client teams at various levels of technical and non-technical depth
  • Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions
  • Highly data-driven with a commitment to following process
  • Excited about driving and tracking a consistent engagement process with all customers in your portfolio
  • Team player with the highest level of integrity, who will innovate to continue improving the way we serve our customers
  • Excellent written and verbal communication skills to work along with Global Customers; the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms
  • Experience in B2B SaaS or Tech Product based company or Technology Consulting  
  • Ability to multi-task and work in a fast-paced environment
  • Has worked directly with different types of accounts
  • Has an ability to communicate and foster positive business relationships
  • Demonstrates a deep understanding of customers concerns and thoughts regarding the use of products
  • Managed customers across different segments in the past and knows how to manage them differently 
  • Exhibits a true passion for Customers and for Customer Success
Apply now

What will you get to do?

  • Engage & Develop relationships with our customers to deliver maximum value for the customer and CogniSaaS. Ensure customers take full advantage of all features and services resulting in strong customer health and value realisation.
  • Understand the organizational structure of the customer company, identifying the areas that present a deep strategic partnership opportunity. Build and grow multiple relationships across a customer’s organization
  • Analyse the adoption, engagement and usage data for your accounts to identify insightful trends that can be shared with the managers and business sponsors on a periodic basis so as to help them in refining their strategy and approach to achieve desired business objectives.
  • Build a Success Roadmap, outlining the key success metrics that we would jointly like to drive with the client leadership team. Thereafter, work closely with the key business sponsors on a regular basis to understand any changes to their strategic focus areas and key priorities to ensure continuous alignment of solutions, suggestions etc to achieve desired objectives.
  • Engage the client leadership team on a periodic basis to discuss the key insights and how they have impacted business outcomes as part of a formal Quarterly Business Review.
  • Working closely with the cross functional teams to ensure that the open issues, bugs, custom requests, enhancement raised by your clients are delivered within agreed TATs.
  • Introduce new product features launched on a periodic basis to your clients and generate awareness and interest amongst them to adopt these new features. 
  • Identify opportunities for expansion of use cases within the client organizations by delivering excellent value for the use case already deployed. 
  • Supporting the Marketing team in arranging for any surveys, references, testimonials, case studies required by them

Our ideal Customer Success Manager: 

  • Has 1 - 3 years of work experience in a high-touch Customer Success / Consulting / Pre-Sales consulting role in a B2B SaaS or Tech Product based company 
  • Should be open to working in different timezones. Note - Appropriate perks will be enabled
  • Strong consulting and project management skills, with proven results working as a trusted advisor to drive business value for our clients, including the ability to interact with client teams at various levels of technical and non-technical depth
  • Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions
  • Highly data-driven with a commitment to following process
  • Excited about driving and tracking a consistent engagement process with all customers in your portfolio
  • Team player with the highest level of integrity, who will innovate to continue improving the way we serve our customers
  • Excellent written and verbal communication skills to work along with Global Customers; the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms
  • Experience in B2B SaaS or Tech Product based company or Technology Consulting  
  • Ability to multi-task and work in a fast-paced environment
  • Has worked directly with different types of accounts
  • Has an ability to communicate and foster positive business relationships
  • Demonstrates a deep understanding of customers concerns and thoughts regarding the use of products
  • Managed customers across different segments in the past and knows how to manage them differently 
  • Exhibits a true passion for Customers and for Customer Success
Apply now
Apply now