Customer Success Manager - Hyderabad, India - Cloud4C Services

Description

The ideal candidate will have impeccable relational skills and can create win/win environments for all parties that he or she works with. This candidate will be responsible for providing an excellent customer success, growth, revenue, retention, churn management, and NPS.

• Conducting in-depth customer research.
• Willingness to travel across India and select regions in Asia for customer meetings.
• Collaborating closely with Product Managers (PM), and cross-functional teams to analyze and provide technical advisory support for customers.
• Vigilantly monitoring customer revenue movements to ensure retention and minimize churn.
• Understanding customer needs, identifying new opportunities, and generating organic leads through existing customers.
• Continuously striving to increase the company's Net Promoter Score (NPS).
• Driving customer engagement through personalized workshops and active participation in marketing promotions.
• Conducting B2B sales, including upselling and cross-selling existing products and services.
• Proactively staying informed about market trends relevant to the company's products and offerings.
• Routing qualified opportunities to the appropriate sales teams for further development and closure.
• Maintaining a comprehensive record of advocacy activities and their progress.
• Timely and effectively addressing customer grievances through the ticketing platform.
• Collaborating with internal leaders to consistently enhance business and customer value

Key Requirements:

• 5-8 years of experience in customer experience/success within the IT product sector.
• Demonstrates an exceptional passion for customer service, consistently surpassing customer expectations.
• Possesses a collaborative attitude, working effectively with cross-functional leaders to achieve resolutions.
• Exhibits creative thinking and the capability to work autonomously.
• Proficient in problem-solving, adept at addressing challenges in any given situation.
• Displays empathy towards customer concerns and delivers timely resolutions.
• Demonstrates proficiency in conflict resolution, negotiation, and de-escalation.
• Capable of multitasking in a dynamic, high-energy environment.
• Holds oneself accountable and takes ownership of assigned roles and portfolios.
• Possesses quick decision-making abilities, particularly in heated situations, to address customer grievances promptly.
• Fluent communication skills in English, Hindi/Telugu are essential.