Account Manager - Non - BFSI

Gnani Innovations Private Limited.; Gurugram District; On-site; INR 1,400,000 - 2,800,000; Full time

Job summary

Gnani Innovations Private Limited in Gurugram seeks a proactive Customer Success Manager to manage existing accounts, drive up-sell and cross-sell, and reduce churn. You will own the customer lifecycle, align with product and sales teams, and ensure client satisfaction while accounts are active.

You will travel to meet clients, support onboarding and training, and help solve problems with a focus on long-term relationships within a SAAS environment in India.

Qualifications

• Minimum 3 years of experience in a Customer Success or similar role.
• Experience in SAAS and enterprise customers in India is preferred.
• Quota carrying experience is required.
• Willingness to travel to meet clients.

Responsibilities

• Define success milestones for clients and employees to work towards.
• Assist customers with setting up and navigating 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 materials and courses.
• Review customer complaints and seek to improve experience.
• Conduct Customer Workshops periodically.

Skills

Account Based Sales

Cross Selling & Upselling

Strategic Upselling and Renewals

Education

Bachelor's degree or MBA

Tools

APIs

Middleware

Job description

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

• 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 - API's, 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 Account Based Sales Cross Selling & Upselling Strategic Upselling and Renewals