Senior Customer Success Manager - Gurugram

FieldAssist; Gurugram District; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

FieldAssist, a SaaS platform transforming route-to-market for 550+ CPG brands, seeks a Senior Customer Success Manager in Gurugram. You will drive adoption, renewals and value realization for strategic accounts.

You will partner with Sales, Product and Delivery to ensure exceptional service, deliver business reviews, and mentor client teams to become self-sufficient. Preferred candidates have 5+ years in customer-facing roles, are comfortable with CRM/ERP tools, and can translate data into

Qualifications

• 5+ years in customer-facing roles such as customer success or account management.
• Experience collaborating with sales, product and delivery teams in a fast-growing SaaS company.
• Familiarity with CRM/ERP systems like Salesforce or Pipedrive.
• Knowledge of supply chain data and workflows preferred.
• Basic understanding of web technologies (HTML, SQL, API) and iOS/Android platforms.

Responsibilities

• Partner with Sales team and execute effective product demonstrations emphasizing value.
• Provide strong account management to existing clients, offering proactive support.
• Ensure customer success by driving adoption, managing relationships, conducting business reviews and sharing best practices.
• Serve as primary escalation point for customer issues, troubleshoot and ensure quick resolution.
• Coach customers to be product experts and train teams on best practices for self-sufficiency.
• Be responsible for billing, upselling and renewals to increase revenue per customer.
• Help drive customer references and case studies and produce reports for marketing insights.
• Provide quantitative/qualitative analysis to the product team on improvements.

Skills

Customer success

Account management

CRM tools

Cross-functional collaboration

Web tech basics

Tools

Salesforce

Pipedrive

ERP systems

Job description

Our success is in the success of our customers. Only you can make that happen.

A Senior Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

About FieldAssist FieldAssist is a SaaS based technology platform transforming route-to-market capabilities of CPG companies across the value-chain. From distributors to retailers, salesmen to leaders, all stakeholders are connected digitally through an integrated platform which simplifies how sales are planned, processed and predicted, and distribution is discovered, developed and deployed. Headquartered in Gurugram, India, and with clients in 10 countries in Asia and Africa, FieldAssist is a 'Proud Partner to Great Brands,' delivering ready insights and powering GTM strategies for 550+ CPG brands including Godrej Consumers, Saro Africa, Danone, Haldiram’s, Eureka Forbes, Bisleri, Nilon’s, Borosil, Adani Wilmar, Philips, Ching’s and Mamaearth among others. FieldAssist is certified by Great Place to Work® for having created a great place to work for all its employees by excelling on the 5 dimensions of High-Trust, High-Performance Culture™ – Credibility, Respect, Fairness, Pride and Camaraderie.

Responsibilities:

1. 1. Partnering with Sales team and execute effective product demonstrations, emphasizing product features and benefits with focus on the value of the solution
2. 2. Provide strong account management to existing clients, offering support and keeping them abreast of new products and services that could be of value to their business
3. 3. Ensure customer success by driving adoption, managing customer relationships, conducting business reviews and sharing best practices
4. 4. Serve as primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution
5. 5. Coach customers to be product experts and train their teams on best practices so they become increasingly self-sufficient
6. 6. Be responsible for billing, upselling and renewals, and increase the revenue per customer
7. 7. Help drive customer references and case studies and produce reports and presentations to explain insights and results to marketing professionals
8. 8. Provide quantitative/qualitative analysis to the product team on how FA can better serve
   our customers.

Who we're looking for:

1. 1. At least 5+ years relevant work experience in a customer-facing role (customer success or account management).
2. 2. Previous experience collaborating with different internal functions within a fast-growing SaaS company; operating at the intersection of product, sales, and delivery
3. 3. Experience in CRM/ERP (e.g. Salesforce, Pipedrive) or B2B Enterprise level software
4. 4. Familiarity with Supply Chain data and workflow experience preferred
5. 5. Basic Knowledge of web technologies like HTML, SQL, API, Json, iOS and Android platforms

Proficient in Microsoft Office Suite specifically Excel and PowerPoint

FieldAssist on the Web:

Website: https://www.fieldassist.com/people-philosophy-culture/
Culture Book: https://www.fieldassist.com/fa-culture-book
CEO's Message: https://www.youtube.com/watch?v=bl_tM5E5hcw
LinkedIn: https://www.linkedin.com/company/fieldassist/