Customer Success Manager at Ascentech Services Limited

Job Summary

• A Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty.
• Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

Responsibilities

• Understand the client's needs and pain points to help to configure the software for the client.
• Onboarding and execution of Client: Responsible for the fast and quality execution of the client on FA platform. The Customer Success Manager must establish policies the entire staff can adhere to so all customers receive the same quality of execution.
• Establish Customer Success Practices: Responsible for creating policies and procedures that optimize the customer experience. CSM's may gather feedback from their customers, study other customer success programs, and analyze customer data to identify the best practices. You must establish policies the entire staff can adhere to so all customers receive the same quality of service.
• Upselling: Ability to upsell the new features and also to scale up the business from the existing client.
• Assisting in Technical and Product Management: You must know the company’s products inside and out. They are capable enough to rather on educate the customers on the flexibility and capabilities of their software so customers are encouraged to continue using their services.
• Provide on-the-job training or mentoring to new employees/client Project stakeholders. Additionally, take initiatives for improvising processes, new implementations, new practices both technically and culturally.
• Ability to handle multiple clients at a time. He should have multitasking skills and should be able to deal with bottom to top hierarchy of Client.

Who We Are Looking For

• B.Sc / HND in Psychology or relevant related field
• MBA will be an added advantage
• Good experience in FMCG is required
• Minimum of 5 years of experience in similar position in an FMCG
• Proficient in Microsoft Office Suite like Excel and PowerPoint and Data Analysis.
• Should possess fantastic interpersonal skills
• Good emotional intelligence
• Proactive and willing to improve on processes
• Technical aptitude and ability to learn software programs.
• Knowledge of technologies such as, IT networking, internet technologies, web servers and XML