Customer Success Manager

Anarock Property Consultants; Gurugram District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Anarock Property Consultants is seeking a technology onboarding and adoption specialist to drive CRM and Gen AI integrations for city/regional teams. You will lead product demos, ensure go-live readiness, and coordinate with tech and sales units to optimize campaign execution.

You will monitor platform adoption, log and resolve issues, and provide regular performance insights. This role requires strong communication, stakeholder management, and ability to manage multiple projects across cities.

Qualifications

• 24 years of experience in a Technical Account Management / Product Support / Client Solutions role
• Strong understanding of CRM tools, marketing automation platforms, and campaign management
• Excellent communication and presentation skills for conducting demos and reviews
• Strong stakeholder management capabilities
• Analytical mindset with comfort in reporting and deriving insights from campaign or adoption data
• Ability to work across teams and manage multiple projects simultaneously
• Hands-on experience with tools like Excel, PowerPoint, and dashboards

Responsibilities

• Tech Onboarding & Integration: Conduct product demos for CRM, Gen AI, and new features for city and regional teams.
• Tech onboarding post-mandate go-live within defined TAT and coordinate with Tech teams for integrations and configurations.
• Adoption, Access & Usage Monitoring: Drive adoption and engagement across teams using tech platforms; monitor usage metrics and fix adoption gaps.
• Issue Resolution & Escalation Handling: Serve as SPOC for tech issues during onboarding and sales cycles; log, track, and coordinate resolutions with tech and support teams.
• Stakeholder Management & Communication: Collaborate with city heads, sales managers, and mandate teams; disseminate SOPs and enablement materials.
• New Feature Enablement & Gen AI Implementation: Drive go-live for Gen AI modules; deliver customized demos; support planning and optimization.
• Campaign Execution & Performance Analysis: Set up Gen AI campaigns end-to-end; analyze read rates, CTRs, and engagement; share insights and reports.
• Reporting & Performance Reviews: Share weekly updates on adoption and onboarding status; assist in monthly/quarterly reviews; maintain dashboards.

Skills

CRM tools

Marketing automation

Campaign management

Communication skills

Stakeholder management

Analytical thinking

Multi-project management

Excel

PowerPoint

Dashboards

Tools

Salesforce

Freshworks

Looker Studio

Power BI

Job description

Role & responsibilities :-

Tech Onboarding & Integration

• Conduct product demos for CRM, Gen AI , and new features for city and regional teams.
• Ensure tech onboarding post-mandate go-live within defined TAT.
• Coordinate with Tech teams for seamless integrations and configurations.

Adoption, Access & Usage Monitoring

• Drive high adoption and engagement across all teams using tech platforms.
• Monitor usage metrics; flag and fix adoption gaps across mandates.

Issue Resolution & Escalation Handling

• Act as the single point of contact (SPOC) for tech-related issues during onboarding and throughout the sales cycles.
• Log, track, and coordinate resolution of issues with tech and support teams.

Stakeholder Management & Communication

• Work closely with city heads, sales managers, and mandate teams to align expectations and priorities.
• Disseminate SOPs, feature updates, and enablement materials.
• Support in managing expectations and updates during escalations.

New Feature Enablement & Gen AI Implementation

• Drive go-live for Gen AI modules (Leads, CP, Calls) across mandates.
• Deliver customized demos aligned with campaign use-cases.
• Support internal and client teams in campaign calendar planning, execution, and optimization.

Campaign Execution & Performance Analysis

• Set up and manage Gen AI campaigns end-to- end, including journey logic, segmentation, and message formats.
• Analyze campaign performance read rates, CTRs, engagement levels.
• Share actionable insights and performance reports regularly.

Reporting & Performance Reviews

• Share weekly updates on tech adoption, onboarding status, and campaign impact.
• Support in preparing monthly/quarterly reviews of tool effectiveness and TAM team performance.
• Maintain dashboards for Gen AI usage and adoption across cities.

Skills & Qualifications

Must-Have:

• 24 years of experience in a Technical Account Management / Product Support / Client Solutions role
• Strong understanding of CRM tools, marketing automation platforms, and campaign management
• Excellent communication and presentation skills for conducting demos and reviews
• Strong stakeholder management capabilities
• Analytical mindset with comfort in reporting and deriving insights from campaign or adoption data
• Ability to work across teams and manage multiple projects simultaneously
• Hands-on experience with tools like Excel, PowerPoint, and dashboards

Preferred:

• Prior experience in PropTech, SaaS, or enterprise onboarding environments
• Exposure to Salesforce, Freshworks, or similar platforms
• Familiarity with data visualization tools (e.g., Looker Studio, Power BI)