Customer Success Manager || B2B SaaS || EST || Remote

Role: Customer Success Manager ||B2B SaaS || EST || Remote

 

Company: The US headquarters offers AI-powered employee support for SaaS. Its SaaS products automate the entire service desk operations which drastically improves the speed of employee issue resolution with minimum human intervention. The product leverages Conversational AI and NLU (Natural Language Understanding) to create a seamless service desk experience. The company’s product vision is to ensure that the entire employee L1 support layer is automated to give employees instant problem resolution and reduce costs for their clients. The company has won multiple awards and is recognized as the hottest SaaS vendor in multiple forums in the last few years. It is a series A funded company backed by some of the most reputed Venture Funds, looking to aggressively invest in its strengthening its product platform and investing in growth.

 

 Lead the onboarding process for new clients, ensuring a smooth transition onto the Company platform. This involves understanding client needs, configuring the platform
accordingly, and providing comprehensive training to key stakeholders.
 Develop and maintain strong relationships with clients, acting as the primary point of contact for any inquiries, issues, or support needs. Regularly communicate with clients to understand their evolving requirements and ensure their satisfaction with Company services.
 Serve as a trusted advisor to clients, offering strategic guidance on how to maximize the value they derive from the Company. Proactively identify opportunities for improvement and provide recommendations tailored to each client's specific goals and objectives.
 Develop a deep understanding of the Company platform, its features, and functionalities. Stay informed about product updates and enhancements, and effectively communicate these changes to clients to ensure they are fully leveraging the capabilities of the platform.
 Act as a customer advocate within the Company, representing the voice of the customer and advocating for their needs and interests. Collaborate with internal teams, including product development and marketing, to ensure that client feedback is effectively incorporated into
product roadmaps and service offerings.
 Proactively monitor client engagement and usage metrics to identify potential risks of churn or opportunities for upselling and cross-selling. Develop and execute strategies to drive client retention and expansion, such as conducting regular business reviews, identifying upsell
opportunities, and facilitating contract renewals.
 Troubleshoot and resolve any issues or challenges that clients encounter with the Company platform in a timely and effective manner. Escalate complex issues to the appropriate internal
teams and follow up with clients to ensure satisfactory resolution.
 Establish key performance indicators (KPIs) and success metrics to track the effectiveness of customer success initiatives and the overall health of client relationships. Generate regular reports and dashboards to monitor progress against these metrics and identify areas for
improvement.
 Develop and deliver educational resources, such as user guides, tutorials, and best practices, to help clients maximize their use of the Company platform. Offer personalized training sessions and workshops to address specific client needs and use cases.
 Stay informed about industry trends, best practices, and competitive landscape related to customer success and AI-driven solutions. Share relevant insights and recommendations with clients to help them stay ahead of the curve and achieve their business objectives.

Qualifications:

 Deep understanding of Customer Success KPIs, activities, and managing large accounts.
 Experience with ITSM Platforms, IT Automation, and Technical Support systems is advantageous.
 Strong analytical skills with solid business acumen.
 Passion for customer satisfaction and problem-solving, with a desire to understand customers39; technical and business environments.
 Excellent Presentation and Communication Skills, capable of engaging various personas within customer organizations.
 Thrive in a startup environment with the ability to adapt quickly.
 Familiarity with AI/ML technologies.
 Experience with Java, JavaScript, Python, or other scripting/programming languages is a plus.

Join the company to spearhead the future of ITSM with cutting-edge AI technology and drive exceptional
customer success!