Customer Success Manager Job in Bengaluru at Diligent Corporation

Diligent Corporation is hiring for the role of Customer Success Manager!

Responsibilities of the Candidate:

• Renew and grow a set of customer accounts by proactively anticipating needs, recommending additional products and services, and providing an excellent customer experience as measured by revenue retention and customer product usage
• Increase overall client satisfaction with Diligent measured through Net Promoter Score
• Provide a seamless and ‘best in class’ customer experience through all phases of the customer lifecycle - coordinating with the client implementation and project teams, administrative staff, IT Team, and users of the Diligent application/s
• Collaborate internally to be the voice of the customer across other departments, including with the sales, expansion, services, marketing, finance, customer transactions, and operations teams
• Be heavily intertwined with the Expansion Sales team in spotting, qualifying, and passing on expansion leads  
• Facilitate alongside the Implementation team of the core board product and modules with senior stakeholders to the client including C-Suite and Directors 
• Build and maintain strong direct client relationships with key stakeholders & retain those relationships
• Seek out client advocacy-related initiatives  

Requirements:

• Fluency in English and French
• Build and maintain strong direct client relationships with key stakeholders & retain those relationships.  
• Seek out client advocacy-related initiatives  
• Some experience in enterprise-level account management (preferably in SAAS) is desirable  
• Some experience in sales CRM applications such as Salesforce 
• Excellent communication and presentation skills, with the ability to manage multiple stakeholders 
• Strong problem-solving ability, with a natural curiosity about the client’s business needs 
• High level of resilience and a positive attitude when faced with adversity 
• Passionate about technology with a solution-centric mindset