Job Description

Customer Success ManagerLocation : MumbaiExperience : 5 to 8 YearsMust-Have : - Experience in Customer Success & portfolio management- Experience in Dealing with HR Fraternity- Experience in cross-selling/ UP selling incorporateExperience Required :- 5+ Years in Account and Relationship Management roles and managing a team of 1-2 individuals is a must- B2B Experience is a must- Working with the HR community and having experience in wellness/recruitment/travel solutions is mandatoryJob Responsibility :- At we define customer success basis the following focus areas.- Build and expand penetration and impact in a portfolio of accounts (Trusted partner)- Ensure 20-30% growth in revenue within the portfolio (Cross-sell, upsell)- Ensure 98% Renewal of revenue in the portfolio- Drive strategic relationships and collaborate with customers in driving utilization of our platform and services basis benchmarks and metrics- Become a trusted partner and generate 4.5+ CSAT Scores for the portfolio of accounts- Create case studies and referral sponsors from your portfolio- which can impact indirect brand and sales- Penetrate deeper into accounts/sponsors- Co-ordinate and collaborate and ensure customer delivery and customer success- Adhere and drive automation and process-driven customer delivery- We think how you do something is as important as what you do hence:- Ensure processes are followed key indices are met- Being organized and efficient is critical- Being conversant with tools and digital approaches to deliver outcomes is key- Ensure the teams are trained on becoming consultative and product-oriented and are able to provide high levels of partnership and advice in Emotional well-being for the Sponsors- Leverage data and provide insights and innovation- Collaborate with various teams to ensure innovative and impactful service delivery- Create right metrics present impact and deliver outcomes for sponsors- Leverage data to cross-sell products and innovation ideas for customers (ref:updazz.com)

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