Customer Success Manager Job in Pando
Job Summary
Role
The Customer Success Manager (CSM) is responsible for driving the adoption, value realization, and long - term satisfaction of Pando s customers. By building deep relationships with stakeholders at all levels, fromsupport agents to C-level executives, the CSM ensures that clients achieve their business objectives througheffective use of Pando s platform. This role is pivotal in managing client success plans, driving revenueexpansion, and fostering customer advocacy. The CSM proactively leverages data insights to enhanceproduct usage, identify growth opportunities, and prevent churn, while also overseeing key operationaltasks such as renewals, invoicing, and collections.
Responsibilities
Build Deep Relationships and Drive Product Adoption:
- Engage with stakeholders across all levels of the client s organization, from operational teams toC-level executives.
- Collaborate with customers to create and execute account plans that define goals, milestones, andKPIs.
- Conduct regular engagements such as solutioning sessions, quarterly business reviews, roadmapdiscussions, and product training.
- Document the client s business needs, goals, and challenges to guide strategic decision-making.
Retain Customers and Ensure Client Value Realization:
- Analyze product usage data to identify gaps and areas for improved adoption, optimizing the useof Pando s solutions.
- Collaborate with technical experts to offer tailored solutions where standard features do not meet client needs.
- Conduct diagnostics to identify and resolve issues in product setup and usage processes, ensuringclients achieve their desired outcomes.
Inspire Customer Growth and Advocacy:
- Work closely with the sales team to identify upsell opportunities and drive net revenue retention(NRR).
- Encourage satisfied clients to become advocates by participating in case studies, testimonials, andcustomer reference programs (e.g., G2, Gartner).
- Promote awareness of Pando s new product features and innovations to inspire continued use andadvocacy.
Collaborate with Internal Stakeholders Effectively:
- Ensure alignment across internal teams, promoting clarity of actions and smooth transitionsbetween different stages of client engagement.
- Share feedback with product and development teams to inform future enhancements and productevolution.
Revenue Planning and Renewal Management:
- Collaborate with the client team to ensure on-time contract renewals.
- Monitor client metrics and usage data to forecast expansion opportunities and upsell potential.
- Manage invoicing, follow-up on payments, and handle collections to ensure financial complianceand smooth revenue flow.
1+ years Consulting experience
Customer-Facing Experience: Previous experience of 2+ years in a customer-facing role withenterprise clients in USA/European markets is crucial. This might include positions in customersupport, account management, or sales. Prior experience in a CSM role is a plus.
3+ years of industry expertise with direct experience in enterprise SaaS products.
Engineering degree from institutes like NIT
Good interpersonal, presentation and communication skills.
Customer Relationship Management: Ability to build and maintain strong customerrelationships is a fundamental requirement. This involves empathy, active listening, andunderstanding customer goals.
Problem-Solving: Should be skilled in identifying and resolving customer issues and challenges.
This requires critical thinking and creative problem-solving abilities. Project Management: Involvement in managing customer account plans, which may requireproject management skills to set and track goals, timelines, and milestones.
Data Analysis: Ability to analyze customer data and metrics to track customer health, usagepatterns, and opportunities for improvement is often required.
Customer-Centric Mindset: Should be genuinely passionate about helping customers succeedand be dedicated to their satisfaction.
Empathy: Ability to understand and relate to customers' challenges and concerns is crucial forbuilding strong relationships.
Proactive: Need to be proactive in identifying and addressing customer needs and issues, ratherthan simply reacting to problems.
Team Player: Collaboration with other teams, such as sales, marketing, and productdevelopment, is common in CSM roles. Being a team player is important.
Adaptability: The ability to adapt to changing customer needs and company priorities isvaluable in this role.
Time Management: Often must manage multiple customers simultaneously, so effective timemanagement skills are essential.
Result-Oriented: Should be driven by customer success and achieving specific goals related to customer retention, upselling, and growth.
Preferred skills:
Having USA visa is a huge plus
Experience in Manufacturing, Retail, CPG, and/or Life Science preferred.
Understanding and usage of statistical algorithms, optimization concepts, and awareness oftactical planning on overall supply chain
Previous experience collaborating with remote teams is preferred.
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Qualification : Engineering degree from institutes like NIT
Job Description
Pando is a global leader in supply chain technology, building the world's quickest time-to-value FulfilmentCloud platform. Pando s Fulfilment Cloud provides manufacturers, retailers, and 3PLs with a single pane ofglass to streamline end-to-end purchase order fulfilment and customer order fulfilment to improve servicelevels, reduce carbon footprint, and bring down costs. As a partner of choice for Fortune 500 enterprisesglobally, with a presence across APAC, the Middle East, and the US, Pando is recognized as a TechnologyPioneer by the World Economic Forum (WEF), covered in the 2023 Gartner market guide and as one of the fastest growing technology companies by Deloitte.Role
The Customer Success Manager (CSM) is responsible for driving the adoption, value realization, and long - term satisfaction of Pando s customers. By building deep relationships with stakeholders at all levels, fromsupport agents to C-level executives, the CSM ensures that clients achieve their business objectives througheffective use of Pando s platform. This role is pivotal in managing client success plans, driving revenueexpansion, and fostering customer advocacy. The CSM proactively leverages data insights to enhanceproduct usage, identify growth opportunities, and prevent churn, while also overseeing key operationaltasks such as renewals, invoicing, and collections.
Responsibilities
Build Deep Relationships and Drive Product Adoption:
- Engage with stakeholders across all levels of the client s organization, from operational teams toC-level executives.
- Collaborate with customers to create and execute account plans that define goals, milestones, andKPIs.
- Conduct regular engagements such as solutioning sessions, quarterly business reviews, roadmapdiscussions, and product training.
- Document the client s business needs, goals, and challenges to guide strategic decision-making.
Retain Customers and Ensure Client Value Realization:
- Analyze product usage data to identify gaps and areas for improved adoption, optimizing the useof Pando s solutions.
- Collaborate with technical experts to offer tailored solutions where standard features do not meet client needs.
- Conduct diagnostics to identify and resolve issues in product setup and usage processes, ensuringclients achieve their desired outcomes.
Inspire Customer Growth and Advocacy:
- Work closely with the sales team to identify upsell opportunities and drive net revenue retention(NRR).
- Encourage satisfied clients to become advocates by participating in case studies, testimonials, andcustomer reference programs (e.g., G2, Gartner).
- Promote awareness of Pando s new product features and innovations to inspire continued use andadvocacy.
Collaborate with Internal Stakeholders Effectively:
- Ensure alignment across internal teams, promoting clarity of actions and smooth transitionsbetween different stages of client engagement.
- Share feedback with product and development teams to inform future enhancements and productevolution.
Revenue Planning and Renewal Management:
- Collaborate with the client team to ensure on-time contract renewals.
- Monitor client metrics and usage data to forecast expansion opportunities and upsell potential.
- Manage invoicing, follow-up on payments, and handle collections to ensure financial complianceand smooth revenue flow.
Requirements
2+ years SCM / Logistics experience1+ years Consulting experience
Customer-Facing Experience: Previous experience of 2+ years in a customer-facing role withenterprise clients in USA/European markets is crucial. This might include positions in customersupport, account management, or sales. Prior experience in a CSM role is a plus.
3+ years of industry expertise with direct experience in enterprise SaaS products.
Engineering degree from institutes like NIT
Good interpersonal, presentation and communication skills.
Customer Relationship Management: Ability to build and maintain strong customerrelationships is a fundamental requirement. This involves empathy, active listening, andunderstanding customer goals.
Problem-Solving: Should be skilled in identifying and resolving customer issues and challenges.
This requires critical thinking and creative problem-solving abilities. Project Management: Involvement in managing customer account plans, which may requireproject management skills to set and track goals, timelines, and milestones.
Data Analysis: Ability to analyze customer data and metrics to track customer health, usagepatterns, and opportunities for improvement is often required.
Customer-Centric Mindset: Should be genuinely passionate about helping customers succeedand be dedicated to their satisfaction.
Empathy: Ability to understand and relate to customers' challenges and concerns is crucial forbuilding strong relationships.
Proactive: Need to be proactive in identifying and addressing customer needs and issues, ratherthan simply reacting to problems.
Team Player: Collaboration with other teams, such as sales, marketing, and productdevelopment, is common in CSM roles. Being a team player is important.
Adaptability: The ability to adapt to changing customer needs and company priorities isvaluable in this role.
Time Management: Often must manage multiple customers simultaneously, so effective timemanagement skills are essential.
Result-Oriented: Should be driven by customer success and achieving specific goals related to customer retention, upselling, and growth.
Preferred skills:
Having USA visa is a huge plus
Experience in Manufacturing, Retail, CPG, and/or Life Science preferred.
Understanding and usage of statistical algorithms, optimization concepts, and awareness oftactical planning on overall supply chain
Previous experience collaborating with remote teams is preferred.
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Qualification : Engineering degree from institutes like NIT
Experience Required :
Minimum 2 Years
Vacancy :
2 - 4 Hires
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