Assistant Manager – Customer Success Management

Position Overview


We are looking for a passionate, energetic and results-oriented individual to join our team as a
Lead/Assistant Manager for the Customer Success Management Team. At Replicon, our mission is to
continue creating the most user-friendly, fast changing and future ready time tracking platform and our
Customer Success team sits at the heart of this goal. As a Lead, you will be expected to cultivate
exceptional experiences and unceasing value for Replicon customers by ensuring the Customer Success
Managers (CSM) are educated and constantly trained on our practices and are in line with our view and
goals.
The Lead is expected to handle the existing CSMs and grow the team when necessary. Your role will be
aligned to the CSMs expectation of retaining accounts while growing our footprint in the business.You
will also have to have conversations with customers to help CSMs retain accounts and up-sell cross-sell.
The role requires the employee to work primarily in the North-American timings.

Key Responsibilities

Hire, onboard, and nurture CSMs by recruiting, training, coaching, and counseling new and
existing CSMs
Communicate job expectations, monitor, appraise, and review CSM contributions and change
plans according to the CSMs and business requirement.
Continuously enhance and streamlining processes.
Lead CSMs to deliver their goals for their account deck, and assess and improve overall and
specific customer performance via daily review
Drive Best Practices and Sales process to win deals without compromising on price / ethics.
Liaise with internal departments to develop joint plans to maintain business continuity and to
strategize on deals.
Run Daily/Weekly/Monthly team meetings on risk accounts and opportunities.
Ensure positive growth across the Book of Business.
Pipeline Management on new opportunities and Churn Management, including forecasting.
Requirements
2-3 years experience in managing individuals.
Hold conversation with management on forecast and pipeline management.

Employer: Replicon Software (India) Pvt Ltd
Salary: ₹ IT-Software, Software Services
Industry: Other
Location: Bengaluru

[Apply here ]

More jobs in India ...