Customer Success Managers (CSMs) are a unique hybrid role between customer service and sales.
The main goal is to provide support for customers as they transition from the sales pipeline (prospects) to the support pipeline (active users).
Single point contact and project success ownership.
Client coordination and communication over project solutioning (Technical solutioning along
with Delivery/ Project manager), Consulting
Project estimation - Delivery Plan & effort in coordination with delivery / project manager.
Commercial negotiation and ensuring profitable deal onboarding
Project Tracking & reporting to both client & internal stakeholders
Project review on regular basis with delivery team
Ensuring On-time project completion - if not, tracking and fixing with PM
Delivery milestone and revenue milestone mapping. Ensuring revenue is recognized &
Operational reporting & account planning
Enhancement/change request identification & action
Working with BDM and prospecting team for A/c size increment
Strong Communication & Interpersonal skills with 3+ years of managing the Enterprise
Experience in handling Digital technology projects - presales, post sales and Business
Analysis with top IT companies.
Business studies/ management background preferable
Strong know-how of Web & Mobile Technologies or how does a software/digital company
Understanding of Software Development life cycle
Ability to do Project audit in respect to Payments & Deliveries
Ability to maintain a good rapport with client stakeholders
Clear communication verbal & written to manage & document stakeholders expectations
Ability to mitigate client & internal escalations
Ability to foresee hidden risks and highlight on time and ensure a closure
Ability to nurture and grow a client into an account by ensuring repeat business