Account Manager - BFSI

Gnani Innovations; Ernakulam; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Gnani Innovations is hiring a Customer Success Manager to drive retention and revenue within an existing enterprise client base. You will own the customer lifecycle, support onboarding, and lead upsell/cross-sell initiatives while collaborating with product, sales, and support teams.

The role requires 3+ years in a CSM or similar role, SAAS exposure, and the ability to manage large accounts in India. Some travel and office presence are expected.

Qualifications

• Minimum of 3 years as a Customer Success Manager or similar role.
• Experience in SAAS is desirable.
• Experience with Enterprise customers in India.
• Quota carrying experience required.
• Strong communication and relationship-building skills.
• Familiarity with digital tech stacks and APIs is a plus.

Responsibilities

• Own customer lifecycle and upsell/cross-sell to accounts to meet revenue targets.
• Reduce churn and build lasting client relationships.
• Collaborate with clients and internal teams to address questions promptly.
• Lead customer workshops and create training materials.
• Travel to meet clients and work from the office location as required.

Skills

Cross Selling Upselling

BFSI

Account Based Sales

Strategic Upselling and Renewals

Communication

Education

Bachelor or MBA degree

Job description

Responsibilities

We are looking for a Customer Success Manager who can farm into existing accounts, provide ongoing support to our clients and network with them. The candidate should carry a Revenue target for upselling cross selling into their customer base, contribute to building relationships and minimize churn rates.

Ultimately, you will own Customer lifecycle, work directly with clients to up-sell, cross sell help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.

Key Responsibilities

• Establish clear client retention goals.

• Define success milestones for the clients and employees to work towards

• Assist customers with setting up and navigating various programs

• Promote the value of Gnani.ai s software services

• Upsell/ Cross-sell Gnani.ai s software services

• Promote value through customer experience

• Assist in creating training courses and educational materials

• Review customer complaints and concerns and seek to improve the customer experience.

• Assist in conducting Customer Workshops on a periodical basis

Candidate Persona

• Proven work experience as a Customer Success Manager or similar role for a minimum of three years

• Working in a SAAS organization is desirable.

• Experience in dealing with large and mid size Enterprise customers in India

• Should have a quota carrying experience

• Exceptional ability to communicate and foster positive business relationships

• SAAS, Contact centre Technical skills Clear grasp of digital technology stacks - APIs, middleware, ecosystems and the ability to envision solutions is a plus

• Experience in working with a diverse group- Developers, Program Managers, Sales, Pre-sales is required.

• A bachelor or MBA degree is preferred.

• This role requires fair amount of travel meeting your clients and working from the office location.

Skills Required

Primary Skills

• Cross Selling Upselling
• BFSI (Banking, Insurance, Fintech)
• Account Based Sales
• Strategic Upselling and Renewals