The client is seeking a Senior Customer Success Manager (CSM) having experience working with multiple clients, internal stakeholders and deploying SaaS products independently and managing other CSMs. The incumbent will be working in a fast-paced environment and will be responsible balancing organization objectives, mitigation of risks and customer satisfaction. The ideal candidate will have impeccable relational skills and can create win/win environments for all parties that he or she works with.Onboard new clients by facilitating initial discussions/presentations, completion of SOWs statement of work and other onboarding formalitiesFunction as the lead project manager during product implementation and ongoing technical and help desk supportAttend initial and monthly client meetings, and ensure timing and objectives are met for all client milestonesCommunicate to client the updated project plan before every meeting during implementation phase and get approval for delays/changesIdentify and remediate project risks for successful completion of each client deliverablesFacilitate interaction between our company, our clients, and product development/testing teams weeklyConduct product training for client stakeholders and other users as and when requiredPrepare, submit and discuss various reports, and other datasheets with clients related to our solutions and servicesEvaluate and analyze client change requests and bug notifications during the contract lifecycles for prompt response and resolutionAttend client meetings, and online eventsAct as a client advocate and build trust and transparency with each client and promote loyaltyDevelop and maintain healthy client relationship during initial selection, renewal or closurePerform other related duties as assignedQualificationsBachelor's degree or equivalent experienceExperience in Client Success Management for SaaS productsStrong written and verbal communication skillsAttention to detail and analytical skillsDemonstrated ability to increase customer satisfaction metrics (NPRs) and repeat revenueNote :Looking for local candidates with full-time or 50% work (3 days a week) from office requirementVIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status
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