Customer Success Manager Job in Icertis
Customer Success Manager
Icertis
4+ weeks ago
- Pune, Pune Division, Maharashtra
- Not Disclosed
- Full-time
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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