Customer Success Manager Job in Icertis

Customer Success Manager

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Job Summary

Required Skills:

    • Willingness to operate in European shift and travel on demand.
    • Excellent verbal and written communication, negotiation and relationship building skills.
    • 15+ years of customer engagement experience and proven track record working with heterogeneous teams spread across multiple locations / time zones is mandatory.
    • Hands-on experience in supporting enterprise products, troubleshooting and debugging customer issues in an Enterprise SaaS environment is essential.
    • Knowledge of Microsoft technologies, Cloud services and RDBMS platforms preferred.
    • IT Project Management experience is highly desirable.
    • Experience in software development is a strong plus.
    • Bachelors degree or equivalent technical experience with a keen business sense is required.

Roles

    • Understand Icertis platform as well as its implementation at specific customers very well including configurations, customization and integrations.
    • Understand assigned customers business and operational environment with ongoing understanding of its health. Increase awareness within Icertis, drive operational improvements based on customer insights.
    • Work closely with customers to answer questions about the features and capabilities of our product.
    • Interact with customers on/off-site to troubleshoot issues, provide workarounds by leveraging your troubleshooting skills and product knowledge.
    • Act as a guide to the rest of the team and share customer specific knowledge to drive faster resolution of issues
    • Provide technical expertise, guidance, mentorship to team members. Participate in hiring processes.
    • Proactively monitor activities for assigned customers and highlight steps needed to increase adoption, service consumption and drive customer satisfaction.
    • Be the point contact to drive support plans. Address and resolve some of the customer support incidents or provide workarounds by leveraging troubleshooting skills.
    • Act as the liaison between Customer and Icertis internal organizations to ensure client escalations are resolved in due time. Manage cross-functional interactions with internal teams e.g. product development, engineering, and QA.
    • Develop and deliver weekly, monthly and quarterly operational reviews focused on trouble ticket status and consumption/adoption data with key customer contacts on a regular basis.
    • Some travel (~10%) is expected to visit assigned customers.

Experience Required :

Fresher

Vacancy :

2 - 4 Hires

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