Csm (Cli00083) - Bengaluru, India - Starmark Software
Description
Customer Success Manager- Job Brief
- A Customer Success Manager (CSM) is responsible for developing relationships with multiple customers that establish trustworthy working relationships across key stakeholders in order to meet their business objectives through accurate solutions and timely delivery. It is imperative the CSM understand, support and enhance the customer, their domain, their workflows and usage of IT in general and more specifically the role our solutions play in their day to day operations. The CSM is answerable to the customer directly and is motivated by success of solving customer needs in order to wear multiple hats, involve the right set of teams, followup effectively and ultimately deliver on commitments. The person must possess high energy and be selfmotivated in order to see items through completion. CSM would need to have a 360 degree understanding of the customer across their projects, tickets, issues, plans and business directions inorder to be effective in their role.
- Responsibilities
- Monitor customer's pulse by having weekly calls and monthly presentations
- Monitor and own all tickets, tasks and projects closely for accurate solutions and timely delivery
- Understand customer's business and workflow to provide appropriate solutions
- Ensure high levels of quality through handon testing and quality control
- Work across different functions in the organization to get resolutions
- Be a trusted partner to the customer and be a single point of contact for their needs
- Be an expert in the domain by understanding customer's need
- Willing to proactively and constantly learn and adapt to new tests, product features and ability to support multiple products without any formal training
- Analytically represent customer's sentiment and progress periodically
- Be the voice of the customer and provide inputs to internal teams
- Propose product improvements across all products based on customers usage and reported issues
- Participate in customer requirement definition, prioritization and scheduling of customer work requirements for development
- Training customers on new product enhancements and documenting feedback Skills KPI
- Customer Engagement & Relationship
- Domain & Solution value Understanding
- Connect dots between initiatives
- Negotiation, Selling & Closure
- Customer Satisfaction Rating
- Time to Market
- Quality of overall deliverables/ service
- Good analytical skills
- Excellent written and verbal communication
- Good interpersonal skills
- Project or program management skill
- Keen willingness to learn
- B.E/ B.Tech / M.Tech / MSc /MCA/ MBA or equivalent.
- Healthcare exposure
- Software Application support
- Software/healthcare support
- Customer service or Customer Success Management or Account Management
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