Senior Customer Success Manager

11:11 Systems; Pune District, Pimpri-Chinchwad; Sur place; INR 1 200 000 - 1 800 000; Plein temps

Résumé du poste

11:11 Systems is hiring a Senior Customer Success Manager in Pune to drive ongoing relationships with our largest customers. You will serve as a trusted advisor, guiding clients from onboarding through renewal and expansion, coordinating across multiple stakeholders to achieve shared goals.

You will orchestrate cross-functional activities, recognize customer goals, and ensure a successful lifecycle management for complex accounts, while upholding our Code of Business Ethics and data handling

Qualifications

• 5+ years of experience in customer success or account management.
• Experience managing large accounts with 5-figure+ contract MRR.
• Advanced knowledge of a CRM system (Salesforce) and related tools.

Responsabilités

• Develop a deep understanding of customer needs and align teams on success metrics across platforms.
• Use problem solving to help customers reach business goals and maximize value.
• Deliver quarterly/ monthly business reviews highlighting key objectives and outcomes.
• Facilitate customer training on key support applications and portals.
• Share best practices and help grow the Customer Success organization.

Connaissances

Customer success

Account management

Communication

Multitasking

Cross-functional collaboration

Relationship building

Outils

Salesforce

Description du poste

The Role:

As a Senior Customer Success Manager, you will be responsible for driving the relationship with some of our largest customers. In this role, you will serve as a trusted advisor and partner, navigating the customer on their journey from onboarding to implementation through renewal and expansion.

To succeed in this role, you must be able to expertly orchestrate across multiple stakeholders within the organization, recognize customer goals, and coordinate amongst a cross‑functional group in accomplishing them.

Responsibilities:

• Develop a deep understanding of customer needs/goals and work to ensure that our teams have a shared definition of success across multiple platforms.
• Leverage problem solving to help customers reach their business goals and maximize the value they receive.
• Deliver QBRs or MBRs that demonstrate key business objectives and support experience.
• Facilitate customer training on how to leverage key support applications and portals.
• Contribute to the development of the Customer Success organization by sharing processes, ideas, and highlighting historical best practices.
• Cultivate Internal and External customer relationships.
• Assist with recognizing key growth opportunities for customers.
• Work supportively with colleagues, operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values
• Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies
• Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements.
• Additional duties as assigned

Qualifications:

• 5+ years of experience in customer success or account management
• Experience managing large accounts, with 5-figure+ contract MRR
• Advanced knowledge in a CRM (Salesforce) and other applications to manage your customer portfolio and their lifecycle management.
• Experience managing customer success for larger and more complex requirements.
• Excellent communication and interpersonal skills.
• Ability to manage multiple projects, activities, and tasks simultaneously.
• Ability to sustain business growth and profitability by maximizing value.
• Must be legally eligible to work in India without visa sponsorship

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.