Job Role: Customer Success Manager
Job Location: Hyderabad (Corporate Office)
Reporting Structure: Reporting to Product Head
Team Handling: Yes (Customer Support, Vendor Support and Product Support)
Desired Experience: 10+ years
Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
MBA SCM or MBA Operations will be an added advantage
Bachelor's or Masters degree in Supply Chain and Operations is a plus
Experience with procurement systems is a plus
Ability to travel occasionally, if required
Experience in SaaS based environment is highly desired (mandatory)
Job Overview:
This is a full-time role for a Customer Success Manager located in Hyderabad. The Customer Success Manager would be responsible for developing and maintaining strong relationships with clients, collaborating cross-functionally with internal teams to drive client success, resolving complex customer issues, identifying and growing opportunities within accounts, and ensuring successful program adoption and renewal.
Job description:
- Develop a strong understanding on PRM360 Solution and its adoption
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Build out and track standard Customer Health Score Metrics by maintaining and leveraging strong relationships with clients and Business Decision Makers within each customer to influence adoption
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Ensure SLA on Product support, product usage & new features, customer asks channel it to Product management
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Retain and grow the revenue for existing PRM360 customers, owning renewal of customer base and churn target.
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Work with customers to develop a success plan that outlines how PRM360 adoption will address their critical needs both immediately and, in the future.
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Define operational metrics, objectives, and key results for the team. Achieve operational excellence by continuous measurement and communication of these to peers and leadership.
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Standardize customer success engagement and measure its impact at each stage of the customer lifecycle.
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Conduct optimization workshops to document business processes, identify opportunities for improvements and gaps in best practices, and create and present recommendations to PRM360 customers.
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Outstanding presentation development and delivery skills
Qualifications
- 10+ years of relevant experience in customer success, account management, or sales in a SaaS-based environment
- Experience in SaaS based environment is highly desired (mandatory)
- Excellent communication and interpersonal skills with a customer-first mentality
- Ability to proactively identify, login, and deliver customer-specific value-added services
- Strong problem-solving and analytical skills, including metrics-driven thinking, experience with CRMs, and managing to customer and revenue targets
- Experience leading client presentations, business reviews, and negotiations
- Proven ability to work collaboratively with cross-functional teams
- Bachelor's or Master’s degree in Supply Chain and Operations is a plus
- Experience with procurement systems is a plus
- Ability to travel occasionally, if required
