Flag job

Report

Customer Success Manager

Salary

₹15 - 30 LPA

Min Experience

7 years

Location

Gurgaon, Haryana, India

JobType

full-time

About the job

Info This job is sourced from a job board

About the role

I. Hiring specifications

Job Purpose: The Customer Success manager is a managerial role at THRSL responsible for leading customer success engagements and help our customers meet their productivity goals with our autonomous mobile robots and software solutions.

The incumbent is responsible for client relationship building, understanding client goals and objectives, corporate communication of account status, with client escalations, and ensuring client revenue, retention and growth. The Customer Success Manager will anticipate and communicate customer needs and identify barriers while prioritizing organizational goals and initiatives.

Role Expectations

Ø Establish a trusted, strategic advisor relationship with each assigned customer and drive continued value of NHRSL products and services throughout the customer journey of onboarding, adoption, retention, and expansion.

Ø Promote customer satisfaction and loyalty via knowledge of customers' critical business issues and success criteria to ensure value realization.

Ø Lead regular status meetings and metrics reviews with customers to review performance, open initiatives, address any roadblocks or challenges that are impeding successful use of NHRSL technology.

Ø Through data analytics, manage customer utilization and identify areas for improvement; utilize this customer data to improve customer strategies and the product road map.

Ø Educate customers on the flexibility and capabilities of the NHRSL solution and ensure that customers confidently take ownership of their fleet and applications.

Ø Collaborate with the sales and support teams to support renewals and expansion opportunities

Ø Collaborate with the engineering, product, and service teams to provide and address customer feedback, requirements, and technical concerns.

Ø Define and document best practices and continuously improve them for our customers, our partners, and ourselves.

Ø Deliver products and services that ensure customers meet or exceed their objectives and execute on short and long-term plans.

Ø Optimize the customer experience.

Ø Customer Handling, Customer delight.

Ø Initiation, planning, execution, monitoring and successfully closure of I&C(UAT).

Ø Responsible for timely closure of service activity:- Service call, AMC & PM.

Interactions

ü Internal Stakeholders: HODs, Managers and I&C Engineers in Mobile robots ; robotics software team

ü External Stakeholders: Customers/Clients , plant heads, operations head

II. PEOPLE SPECIFICATIONS

Profile: Ideally ~

  • Engineering background is a must
  • 7+ years of overall experience - Hands-on experience in account management or customer success roles with subject matter expertise in these industries: Warehousing, Manufacturing, Automobile, Industrial Automation etc. would be an added advantage.
  • Demonstrated success in leading support and service teams
  • Strong team player yet a self-starter able to quickly tackle issues without a clearly defined process map.
  • Flexible and thrives in a multi-tasking environment; can adjust priorities on the fly while still maintaining customer satisfaction and meeting deadlines.
  • Ability to think strategically and create structure in ambiguous situations and design effective solutions and processes.
  • Detail oriented and analytical; possesses the ability to translate data into insights that will drive continuous improvement and customer satisfaction and loyalty.
  • Experience managing technical aspects of projects in a lifecycle process.
  • Passion for technology.

Requisites: Exposure in leading customer support and service/customer success roles in autonomous mobile robots with manufacturing and automation background.

Competencies

Behavioural Competencies:

Customer First : Operate with customer success mindset and align all our actions accordingly.

Collaborative problem solving : Organisation interest supersedes individual interests; working together to solve problems effectively.

Ownership & Commitment : Going above & beyond the call of duty while also keeping up with the promises & targets under any circumstances.

Data Driven, First Principle : Objective Decision making based on data (Not on Hunches)

Expanding-Growth Mindset : Be open to new challenges whilst willing to step out of comfort zone in order to learn and grow.

Result & commercial orientation : Manage cost and resources to achieve business outcomes & commercial success.

Speed and Scalable Process Approach : Deploy processes that are flexible, agile and unlocks business value with speed.

About the company

THRSL

Skills

customer success
account management
project management
data analytics
customer service
client relationship building
problem solving
communication
technical expertise
process improvement