Customer Success Manager
- Icertis
- 5 - 10 years
- Pune
- 8 months ago
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Job Description
- Ensure that customers are highly engaged, knowledgeable, and successful in their platform adoption and business objectives/goals
- Drive high customer engagement that results in platform adoption, contract renewals, and revenue expansion
- Develop senior customer relationships and aim to serve as a trusted advisor
- Proactively identify, forecast, and mitigate revenue churn
- Develop customer specific plans to accelerate value creation from the platform leading to customer renewals and platform expansion
- Identify expansion and cross sell revenue opportunities within existing customers
- Maximize customers use of Icertis platform and increase customers knowledge of platforms capabilities
- Introduce new (and unused) platform innovations and articulate value to motivate customers to deploy and adopt to maximize platform effectiveness, stickiness, and value realization
- Work cross functionally with Icertis Leadership teams to deliver customer success
- Build action plans to remediate NPS feedback to increase reference-ability across the global customer base
- Develop tools and processes to accelerate customers adoption of Icertis platform capabilities
- Built tools to quantify the value realized from adopting the Icertis platform
- Be subject matter experts with broad and deep knowledge of contract lifecycle management processes and develop the skills and expertise of all Customer Success resources
- Contribute to the continuous improvement of the Customer Success team by sharing knowledge, best practices, process improvements, and customer success stories with your colleagues across the globe
- Demonstrate functional and platform expertise at customer and partner events.
- 5+ years of customer facing experience, through a combination of technology, procurement, contracting, legal, commercial and / or consulting leadership
- Flexibility around customer engagements and doing what is required to support the business
- Proven experience with implementing leading practices related to SaaS solutions, preferably contract lifecycle management platforms and solutions
- Demonstrated experience in program and customer management
- Ability to drive multiple priorities and handle complex customer relationships through partnering and ensuring accountability
- Ability to quickly establish credibility and foster trust-based relationships at all levels with customers
- Desire to work in a collaborative team environment and willingness to share leading practices regularly with the team
- Experience relating customer business problems & aligning solutions by understanding the platform landscape
- Bachelors Degree required, MBA a plus
- Ability to travel up to 60%
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success ManagerEmployement Type: Full timeContact Details:
Company: IcertisLocation(s): Pune+ View Contact
Keyskills: Procurement Automation Customer management Compliance Contract management SAAS Consulting Revenue expansion Continuous improvement Customer engagement
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