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Senior Customer Success Manager with MNC in Sales CRM (BFSI) at Mumbai

Keywords / Skills : Upsell, Customer Service, Sales, Project Management, Customer Success Manager, Customer Satisfaction, Customer Retention, CSM, Data Analytics, Churn, Customer Engagement, CRM

7 - 10 years
Posted: 2019-11-10

Industry
Recruitment/Staffing/RPO
Function
IT
Role
H/W Installation/ Maintenance Engg
Posted On
10th Nov 2019
Job Ref code
161019012155?xp=8
Job Description
Job Description :

Job Description

Customer Success is a critical focus area at Company. This translates into 2 key metrics: adoption of our solution by end users and RoI impact for the customer e.g. sales uplift, reduction in expenses etc. The CSM will lead customer success initiatives, keep the company focused on customer outcomes and play a central role in directing the future of the product.

Role:
As a CSM, you will be responsible to ensure that customers are able to make the best use of Sales CRM, while ensuring;
Improved customer satisfaction, increased customer engagement and facilitation of organic growth.

Customer retention and identification of customer issues requiring immediate escalation to ensure reduced possibility of churn.

Strategy-driven improvement of customer NPS
Customers are happy to provide testimonials, case studies and referrals.

Responsibilities:
Develop a trusted advisor relationship with customers, such that all activities are closely aligned with the customer's business case and business strategy.

Ensure that Sales CRM impact is being communicated within customer teams
Partner with cross functional teams to develop a plan for making Vymo a part of each customers core architecture.

Lead ongoing engagement with key customer stakeholders on new feature releases, insights from data analytics, red flags or user feedback, hypothesis on productivity levers, cross-industry learnings / best practices etc.

Liaise with project management, support and product teams to ensure smooth functioning and customer service by teams.

Develop customer relationships with a Tech Touch approach to promote overall satisfaction, unit/dollar retention, and referenceable customers.

Stay in contact with customers through the lifecycle and discuss metrics, identify obstacles and gauge satisfaction

Drive Renewal discussions in collaboration with the sales teams.

Analyze customers usage metrics to evaluate renewal probabilities and identify upsell and expansion opportunities.

Escalate at-risk customers appropriately.

Required Candidate profileExperience:
Around 7 to 10 years of relevant work experience in managing enterprise customers in the BFSI Segment - Applicants can be currently working with SaaS, Enterprise Software, Hardware, Management/Strategy Consulting and/or other industries but serving the BFSI segment.

Experience of having worked or currently working in the Banking & Insurance Sectors would be an added advantage.

Experience with SaaS Applications (selling, servicing or as a user) while relevant, is not mandatory.

Perks and BenefitsIncentive + Bonus Extra

About Company

Talent Corner HR Services Pvt Ltd Talent Corner HR Services is an Executive Search & Recruitment Agency for Middle Level to Senior Level Professionals, having presence in major cities, serving 1500+ clients in different verticals thro' 150+ Partner Network across PAN India
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