Customer Success Manager

Job title: Sr. Customer Success Manager

Work Location: Mumbai/Remote

Division/Department: Customer Success Onboarding

Reports to: Lead CSM

Essential Duties and Responsibilities:

Operating as the lead point of contact for any and all matters specific to your accounts

Building and maintaining strong, long-lasting customer relationships

Overseeing customer account management

Serve as the lead point of contact for all customer account management matters

Build and maintain strong, long-lasting client relationships

Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors

Ensure the timely and successful delivery of our solutions according to customer needs and objectives

Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders

Develop new business with existing clients and/or identify areas of improvement to meet sales quotas

Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts)

Prepare reports on account status

Collaborate with the sales team to identify and grow opportunities within the territory

Assist with challenging client requests or issue escalations as needed

Education and/or Work Experience Requirements:

Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager or relevant role

Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level

Experience delivering client-focused solutions to customer needs

Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail

Excellent listening, negotiation and presentation abilities

Strong verbal and written communication skills

BA/BS degree in Business Administration, Sales or relevant field