Customer Success Manager

Role : Customer Success Manager Location: New Delhi About us: We are an Edtech start, UpGrad Campus with expertise in Digital Learning in the higher education sector. We are looking for a Mid-Level Customer Success Managers who have a prior experience in developing customer relationships, proactive in addressing customer issues, account management and a passion for working with others. Roles and responsibilities:

• ·Product Adoption and Usage: Own responsibility for adoption of product, upsell and cross sell. Act as subject matter expert to train customers (higher education institutes) and partners. Develop strategic and tactical initiatives to maintain and improve customer onboarding, retention and footprint growth. Benchmark progress on a quarterly basis, gather program measurements. Track and analyze the data to ensure the achievement of the business goals agreed.
• ·Account Management: Drive and conclude Product renewals. Lead regular status meetings with customers to review open initiatives and address any challenges impeding successful use of company solutions. Develop and maintain long-term relationships with stakeholders in your account portfolio, where appropriate, by networking between customers and channel partners.
• Customer Empowerment: Be the Voice of the Customer and a strong advocate for your customers' interests to the organization. Gather customer product feedback and communicate with product management and engineering to shape the product development roadmap. Identify use cases not yet covered by our current platform / patterns on issues faced by customers.
• Account Growth: Creation of upsell opportunities in your accounts by deepening customer relations, driving product usage and making a plan together with the customer to grow business in their institutes. Work closely with the regional BDMs to convert opportunities into sales.

Requirements: · Ability to work in remotely distributed teams with experience in B2B account management, customer success, cross-team coordination, escalation management and must possess the ability to think strategically while executing tactically and Can create structure in ambiguous situations and design effective processes. · Self-motivated , proactive team player, with excellent inter personal skills and ideas to inspire customer loyalty, adoption and build relationships. · Strong communication and public speaking skills with ability to influence people and stakeholders of CXO level. · Note: Role will involve travel 50-60% within the territory and the rest will be WFH (Under current circumstances travel needs will be as per government guidelines) Qualifications: · Candidates with an MBA degree from reputed B-schools will be preferred . · Years of experience: 2-4 years. · Experience in the edtech sector as well as startups is a plus but not mandatory.