Customer Success Manager at Chennai

Job Description:

 (Individual Contributor Role)

Job Overview:
As a Customer Success Manager , you will be the primary point of contact for our valued clients, ensuring they derive maximum value from our products and services. Your role will involve working closely with customers to understand their needs, provide expert guidance, and facilitate successful product adoption and usage. You will play a crucial role in building and maintaining strong relationships, driving customer satisfaction, and contributing to our overall success.
Responsibilities:

• Lead onboarding sessions for new customers, ensuring a smooth transition and effective use of our products. Develop and deliver training materials and sessions to enhance user proficiency.
• Build and maintain strong, long-lasting customer relationships. Serve as a trusted advisor, addressing customer concerns and providing solutions to enhance their experience with our products.
• Monitor customer engagement and product usage. Proactively identify opportunities for increasing adoption and utilization of our products.
• Act as the point of escalation for complex issues. Collaborate with cross-functional teams, including Product, Support, and Sales, to resolve customer challenges and ensure timely solutions.
• Gather customer feedback and insights to drive product improvements and inform the development roadmap. Advocate for customer needs and contribute to the creation of customer-centric solutions.
• Develop and execute customer success plans tailored to each customer’s needs and goals. Track and report on key performance indicators (KPIs) to measure success and identify areas for improvement.
• Support the renewal process by ensuring continued customer satisfaction. Identify opportunities for upselling or cross-selling additional products or services based on customer needs.

Requirements:

• Minimum of 2-8 years of experience in a Customer Success, Account Management, or related role, preferably in the IT security or software industry.
• Willing to work in US shift 
• Strong interpersonal and communication skills with the ability to build relationships at all levels of an organization. Excellent problem-solving abilities and a proactive, customer-centric approach.
• Familiarity with IT security products and concepts is a plus. Ability to quickly learn and understand complex technical products and solutions.
• Comfortable using CRM software (e.g., Salesforce), customer success platforms, and other relevant tools. Basic technical understanding of software and security solutions is advantageous.
• Bachelor’s degree in Business, Technology, or a related field. Relevant certifications or continued education in customer success or IT security is a plus