Customer Success Manager Job in Bangalore at Zluri

Zluri is hiring for the role of Customer Success Manager!

Responsibilities of the Candidate:

• Proactively manage the success of a portfolio of Enterprise customers to deliver value across the entire lifecycle so that renewing and expanding is a no-brainer.
• Manage the implementation of new customers; accurately ascertain customer goals and translate them into an implementation plan that will provide initial value in a timely fashion.
• Drive the kick-off call and establish the roles and responsibilities of the team. 
• Set expectations for the Implementation and finalize the Scope/ requirements with the customer.
• Set up and drive the regular status meetings with the customer POC and prepare and send the weekly status reports with the health of the onboarding/ any escalations.
• Coordinate and train users so they feel comfortable with the platform and are able to derive maximum value.
• Advise customers on best practices for SaaS Management and the best way to achieve desired outcomes using the platform.
• Resolve customer issues, alone and through collaboration with other teams.
• Build strong customer relationships by maintaining high levels of engagement and communication; conduct routine account performance planning and business reviews.
• Drive customer advocacy in the form of references, referrals, and case studies.
• Effectively communicate feature/roadmap news to customers, as well as provide valuable inbound user feedback to the Zluri Product team.
• Codify Customer Success processes by documenting workflows, playbooks, and outreach cadences.
• Help hire the right resources as a founding team member and build a world-class customer success team.

Requirements:

• 2-3 years experience in Account Management or SaaS Customer Success roles; experience working at a start-up with Enterprise software is a plus
• Energetic and self-motivated; a team player who is also a proactive and creative problem solver
• Quick tech learner, with experience training, teaching, and guiding customers through technical processes
• Experience in an enterprise solution sales environment and the ability to partner with account executives in the development and closure of sales opportunities is preferred
• Detail-oriented, disciplined, and focused on consistency in all aspects of your daily work
• Experience in IT, Procurement, or SaaS space, working with cross-functional teams on software deployments or ongoing management activities around cloud-based software is a plus
•  Ability to analyse existing process and make recommendations around systems and more efficient processes
• Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations