Sr. Customer Success Manager

Job Description: Senior Customer Success Manager

Experience: 4-8 Years

Location: Noida,India

Xebo.ai is a SaaS based experience management platform. We are a global IT product based firm whose vision is to be the best in class research platform which helps organizations make smarter and informed decisions hence improving the experiences organizations provide to every stakeholder. The platform helps organizations capture feedback at multiple touchpoints, understand it in real-time, and deliver insights by offering Simplified Survey, Customer Experience, Employee Satisfaction, Brand Tracking and Awareness. We are proud to provide Communities and Mystery Shopping solutions, as well as strategic guidance, support and services to leading banks, Insurance companies, airports and FMCG companies across the globe.

With a creative management, a skilled team, and an inherent ability to succeed,

Xebo.ai strives to grow and reach heights.

Position Description:

Customer Success Manager plays a critical role in managing client relations and increasing client satisfaction and thus bringing repeat business. The candidate should be able to contribute to building relationships, managing the team of highly dedicated resources, and implementing new programs that will increase the business revenue potentials and minimize churn rates. We are looking for a self-motivated engaged manager to lead our team of Customer Success Managers.

Responsibilities:

• Develop customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.
• Serve as a trusted advisor to customers by providing expert guidance and best practices to address their business goals, needs, and pain points.
• Develop strategic deployment plans for your portfolio of customers.
• Own the engagement and adoption strategy at all stages of the customer life cycle.
• Build business reviews with scorecards linked to the customer's business objectives and present these quarterly.
• Proactively manage the day-to-day account health of those customers, including monitoring usage, regular cadence calls, and Customer Business Reviews.
• Partner closely with sales to manage account strategy and ensure customer growth and retention.
• Be the voice of the customer as you partner with support, consulting, engineering, marketing, product management and sales to shape product development and deliver a best-in-class customer experience.
• Collaborate heavily with Sales, Sales Operations, and other key stakeholder teams to achieve joint targets.

Requirements:

• Proven relevant experience in SaaS of more than 4 years with experience in managing team
• Active problem solving and analytical skills
• Experience in client handling would be preferred
• Excellent MS Excel and PowerPoint skills
• Basic understanding of integrations
• Excellent interpersonal and communication skills
• Ability to perform under pressure in fast paced start-up environment