Job Description

Job Title: Customer Success ManagerLocation:AhmedabadEmployment Type: Full-timeExperience Level: Mid-Senior LevelIndustry: CRM & Loyalty Management SoftwareJob Overview:Candidate works as Customer Success at LoMoSo, you will be the key point of contact for ourclients, helping them achieve their business goals through the successful use of our CRM andloyalty management platform. You will work closely with clients to understand their needs,provide strategic guidance, and ensure they are getting the most out of our services. This rolerequires a blend of technical expertise, relationship management, and problem-solving skills.Key Responsibilities:Client Relationship Management: Build and maintain strong relationships with keystakeholders within client organizations. Act as the primary point of contact for clientqueries, requests, and escalations.
Reporting & Analytics: Conduct gap analysis on key processes and provide actionableinsights based on data captured from the CRM system. Regularly review and analyzesales insights generated by the CRM to identify opportunities for improvement, processoptimization, and client growth. Share these insights with internal teams and clients todrive strategic decision-making and enhance overall customer success.
Service Delivery: Lead the end-to-end service delivery process for our clients, ensuringthat the CRM and loyalty management platform is implemented according to clientspecifications and timelines. Collaborate with cross-functional teams, including IT,project management, and customer support, to ensure that client needs are met with thehighest level of quality. Provide continuous support to clients post-implementation toensure they fully utilize and benefit from the platform\xe2\x80\x99s features.
Proactive Support & Issue Resolution: Identify potential challenges early and workwith internal teams to resolve issues promptly. Ensure client satisfaction by addressingconcerns proactively.
Business Driver Activities: Develop and execute initiatives that align with thecompany\xe2\x80\x99s strategic goals, such as increasing platform adoption, driving upsell andcross-sell opportunities, and expanding client relationships. Collaborate with sales, marketing, and product teams to design and implement campaigns or programs thatgenerate additional value for clients, ultimately contributing to increased revenue andlong-term business success.
Team Management: Mentor, and develop a team. Foster a collaborative andhigh-performance culture within the team, ensuring that all team members are alignedwith the company goals. Set clear objectives, provide regular feedback, and support theprofessional growth of team members. Ensure that the team is equipped with thenecessary skills and resources to deliver exceptional service and achieve client success.
Customer Advocacy: Serve as the voice of the customer internally, providing feedbackto product and marketing teams. Advocate for client needs and help shape the futuredevelopment of our platform.Required Skills & Qualifications:Education: Bachelor\xe2\x80\x99s degree in Business, Marketing or a related field. A Master\xe2\x80\x99sdegree is a plus.Experience:5+ years of relevant experience in customer success, account management, or a related field, preferably within the SaaS or technology industry.
Proven track record of managing and growing client accounts in a B2B environment.
Experience in CRM or loyalty management is highly desirable.Technical Skills:Proficiency in using CRM software and other customer success tools.
Ability to understand and explain technical concepts to non-technical users.Communication & Interpersonal Skills:Excellent verbal and written communication skills.
Strong interpersonal skills with the ability to build and maintain relationships at all levels.
Experience in conducting business reviews and presenting to executive-level stakeholders.Problem-Solving & Analytical Skills:Strong analytical skills with the ability to interpret data and make informeddecisions.
Proactive problem-solving abilities, with a focus on delivering solutions thatbenefit both the client and the company.Project Management:Strong organizational skills with the ability to manage multiple clients and projects simultaneously.
Experience in managing client implementations and driving project timelines.Customer-Centric Mindset:A passion for customer success and a deep understanding of how to deliver valueto clients.
Ability to empathize with clients and advocate on their behalf.

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