Customer Success Strategist ( R-20694) (Looking only for Mumbai based candidates)

Key Responsibilities

• Onboarding and Training:  Successfully guiding new customers through the initial setup and training process.
• Customer Relationship Management:  Serve as the main point of contact for clients, ensuring their needs are met and fostering long-term relationships.
• Project Oversight:  Oversee the execution of projects, ensuring they are completed on time, within budget, and to the client's satisfaction.
• Proactive Support: Anticipating customer needs and addressing potential issues before they become problems.
• Product Advocacy: Promoting the value of the product and identifying opportunities for upselling or cross-selling.
• Sales and Business Development: Identify opportunities for upselling and cross-selling services to existing clients and pitch new business to potential clients.
• Feedback Loop: Gathering customer feedback and working with internal teams to improve products and services.
• Performance Tracking: Monitoring customer usage and success metrics to ensure they are getting the most out of the product.
• Churn reduction and contact renewal : Ensure churn risk is identified in advance and mitigated.  Leverage on the relationship to secure long term renewals

Essential Skills and Qualifications

• Communication Skills: Excellent verbal and written communication to effectively interact with clients and internal teams.
• Leadership: Strong leadership abilities to manage and motivate a team.
• Strategic Thinking: Ability to develop and implement effective account strategies.
• Problem-Solving: Aptitude for identify issues and provide solutions.
• Empathy: Understanding and addressing customer needs and concerns.
• Technical Proficiency: Familiarity with the product and the ability to explain technical concepts to non-technical users.
• Analytical Skills: Ability to analyze customer data to improve their experience.
• Project Management: Managing multiple customer accounts and projects simultaneously.
• Negotiation Skills: Proficiency in negotiating contracts and managing client expectations.
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