Customer Success Manager

Evolutionary Algorithms; Khordha; On-site; INR 600,000 - 900,000; Full time

Job summary

Evolutionary Algorithms is seeking a Customer Success/Account Manager to onboard clients, train them to use the platform, and maintain strong, long-term relationships.

You will address client concerns, manage risk to minimize churn, and collaborate with cross-functional teams to ensure a seamless customer experience. A bachelor's degree is required, with MBA a plus for career growth.

Qualifications

• 2-7 years of experience in customer service/account management/customer success in a product-based tech company.
• Strong problem-solving and analytical skills, with the ability to think strategically.
• Ability to explain complex technical concepts in business-friendly terms to customers and communicate with stakeholders.
• Bachelor's degree in any field; a master's or MBA is a plus.

Responsibilities

• Direct onboarding and managing clients as the single point of contact.
• Train clients to use the platform efficiently and effectively.
• Build and maintain positive client relationships and manage risk to avoid dissatisfaction.
• Resolve customer issues from root cause to solution, with progress monitoring.

Skills

Problem solving

Analytical skills

Stakeholder communication

Customer success

Account management

Education

Bachelor's degree

MBA (plus)

Tools

CRM tool

Job description

Purpose of the Role

• Ensure client satisfaction by addressing concerns effectively and resolving issues within the stipulated TAT.
• Drive client retention by building strong relationships and ensuring a positive, long-term customer experience.
• Identify potential areas for product improvement and enhancement based on client feedback, needs, and challenges.

Role & responsibilities

Client Onboarding

• Directly onboarding and managing our clients by being the single Point of Contact.
• Assigning clients their credentials and passing the clientele information to internal teams.
• Confirming that the clients have received the packages/licenses as per the sales deal.

Training and Development

• Train our clients to ensure that they can utilize our platform efficiently and without any hassle.

Relationship Building

• Build and maintain a positive relationship with our clients.
• Evaluate risk management for each client and proactively avoid client dissatisfaction.
• Conducting periodic meetings with customers to do a health assessment.

Problem Solving

• Resolve issues of customers starting with a root cause analysis all the way to executing the solution and monitoring progress.
• Providing doubt clearing sessions to our clients whenever needed.

Documentation

• Maintaining all necessary information in the CRM tool and ensuring authenticity of data.
• Keeping M.O.M's after client calls.

Reporting

• Create periodic reports for internal use in the organization.
• Provide data to concerned stakeholders whenever necessary.

Coordination

• Closely communicate and collaborate with the appropriate cross-functional teams such as Billing, Product Management, Engineering etc., and coordinate touchpoints as required.

Retention

• Work on retaining clients by ensuring maximum renewals.
• Evaluate risk management for each client and proactively avoid client dissatisfaction.
• Finding out ways to reduce churn rate.

Preferred candidate profile

• Have at least 2-7 years of experience in customer service/account management/customer success in a product based tech company.
• Strong problem-solving and analytical skills, with the ability to think strategically.
• Ability to explain complex technical concepts in business-friendly terms to customers. Must be able to communicate efficiently with stakeholders.
• Bachelor's degree in any field. A masters degree or MBA would be a plus.