Customer Success Manager/Client experience Manager
- Icertis
- 9 - 14 years
- Pune
- 7 months ago
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Job Description
Role & responsibilities
- 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 customer's knowledge of platform's 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 deepknowledge 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.
Preferred candidate profile
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
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Icertis
This is a manufacturing, Trading and Retail Sales Company.\r\nProducts: Door, Chokhat, Plywood, Board etc.
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