About @Ideapoke
Emerging Technologies | Bengaluru, India
Ideapoke is a global, fast growing start-up with offices in Bengaluru, Bay Area, Tokyo and Shanghai. Our software, search and insights power the innovation agenda of the largest Fortune 500 and Global 2000 companies worldwide.
Our growth is powered by our people and their unwavering commitment to the company-wide vision, strong work ethic and an entrepreneurial do-it-all spirit. We push the boundaries and break existing thought processes with the strong belief that innovation amplifies success in every piece of work we do and by extension, amplifying the success of our clients.
Ideapoke likes to constantly learn, grow and make a difference. Join us and be part of our story.
Customer Success Manager
What is the Customer Success Manager (CSM) role?
The Customer Success Manager serves as an internal voice of the customer while working with other Ideapoke teams to exceed customer expectations and find new ways to delight them. This individual's performance is based on specific metrics associated with customer on-boarding, product adoption, expansion & retention.
What are my roles and responsibilities?
1.Actively serve a portfolio of assigned accounts so that customers may achieve their positive business outcomes via Ideapoke's software & services.
2. Drive customer software & service engagement and development of power users across customer organizations.
3. Run the renewal and churn management process for assigned portfolio of accounts. Reach and exceed performance metrics defined for Customer Success.
4. Own, design and execute critical customer success processes such as onboarding, training, customer advocacy and product adoption.
5. Proactively identify customer expansion opportunities & churn risks.
6. Collaborate with Marketing to demonstrate customer communication campaigns.
7. Provide continuous customer feedback to Ideapoke Product team.
8. Management of overall customer training processes, support systems, and internal CS reporting
9.Special Projects: Play a part in other organizational initiatives requiring your deep product and customer knowledge
What skills and experiences would I bring into this role?
1. Proven results in a prior role managing international clients
2. BE or bachelor's in any science background. MBA is preferred.
3. 4 to 8 years of prior customer success or account management experience, preferably within enterprise software or SaaS
4. Being passionate about new technologies and emerging business models is imperative for this role.
