Customer Success Manager

Department Customer Success

Grade / Level G2B

Designation Manager – Customer Success Manager

Location NCR

Reporting T o COO

The customer Success Manager (CSM) will onboard, and engage with the assigned clients, focus on driving value to the customer and deliver an impactful engagement. He/ she will build relationships with key stakeholders, act as an escalation point for issues that impact client success, and create opportunities for the optimal client experience.

Role & Responsibilities

a. Professionally manage relationships with a portfolio of assigned accounts

b. Build executive relationships within the customer’s organization

c. Make sure he/she exceeds customer retention goals and ensure consistently high retention rates

d. Build and maintain strong, trusted working relationships with key decision-makers and power users starting from onboarding and throughout the customer lifecycle

e. Gain a thorough understanding of assigned client’s needs, services signed up for, and details of the client contracts to drive effective communication

f. Identify risks to client success and aggressively/proactively engage the client whenever there’s an identified retention issue

g. Develop and execute retention plans for customers who may be at risk

h. Drive resolution of escalated issues in coordination with Leasing, projects, design, and facilities teams

i. Be a voice for accounts internally and keep the senior leadership abreast of the gaps

j. Manage contract-related inquiries, questions, and issues from clients and other departments

k. Liaise with other team leaders to make sure that clients are getting the best service possible

Skillset required

• Proven expertise in handling high-net-worth customers across India
• Proven track record of building strong executive-level relationships
• High attention to detail and willingness to get “in the weeds” to fix a problem
• Knowledge of customer success best practices
• Exceptional communication and relationship management skills
• Exceptional time management and multiple stakeholder management experiences

Experience (Years) required

05-07 years of experience in Customer Success/Account Management/ customer service/ guest relations roles

Qualification

Hotel Management Graduate/ Graduate