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    Customer Success Manager - Chennai, India - Twixor

    Twixor
    Twixor Chennai, India

    5 days ago

    Default job background
    Full time
    Description

    Role: Customer Success Manager

    Job Description:

    Twixor is looking for a mid- to senior- level Customer Service Manager, who will help grow the existing client base and deliver successful client outcomes on our next generation platforms (Twixor AIM & Twixor Compute). This is a customer success and growth role, focused on the global market, and a key contributor to the strategy and growth of the company. The ideal candidate has successfully worked in a B2B enterprise product customer success role and is excited about helping contribute to a fast-growing B2B startup in a space that is growing exponentially. We are looking for someone with experience in B2B SaaS, process automation and channel centric digital customer experience platforms, and familiar with serving customers of AI/ML/NLP/Chatbots technologies.

    Job Responsibilities:

    Establish a trusted advisor relationship with the customer stakeholders and own the value roadmap for the customer

    Set the groundwork for our customer's successful journey by collaborating on on-boarding, product implementations, and adoption plans

    Be the voice of the customer and provide continuous feedback and new feature requests to our product engineering and internal teams

    Use data and best practices to drive the usage and adoption of the Twixor platform

    Build a strong reference able customer base, with ownership for maintaining customer satisfaction, and retention with the accounts in the portfolio

    Build and maintain essential technical knowledge of the product, and guide the customer through the most relevant features and functionalities for their specific business needs

    Collaborate with the Sales and Solutions, and help provide reference to new opportunities where applicable

    Collaborate with internal teams and customers to define critical goals, and KPIs that will lead to value delivery

    Uncover and manage customer risk that are related to customer outcomes, renewals or customer satisfaction

    Document all pertinent customer information and conversations into our CRM database

    Meet or exceed KPIs

    Requirements:

    3+ years of customer success roles with B2B enterprise software SaaS

    Bachelors Degree or equivalent preferred

    Proficient in driving solution and use case development with clients

    Comfortable with technology, giving product new feature demos

    Desire to innovate and strong attention to detail

    Ability to communicate clearly and professionally, in writing and orally

    Experience working with cross functional teams

    Understanding of customer success metrics

    Nice to Have: prior experience working with growth stage companies in B2B SaaS / Messaging

    Nice to Have: exposure to low-code technology platforms, in industries like Banking, Healthcare, Retail and others

    Location: Bangalore or Chennai, India

    Notice Period: 30 days or Immediate

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