Customer Success Manager
Noida, India /
Customer Success /
Customer Success Manager
As a Customer Success Manager, you’ll be a trusted advisor to our customers, responsible for their complete post-sales lifecycle and a single point of contact. You will help facilitate the early onboarding of new Customers, continuing interactions with the Customer for health-checks and status and an escalation path for Customer issues. You will continually increase the value
through driving best practices at their company and mapping out success plans. Your personal skills are critical in forming trusting, helpful and widespread relationships with your customer base.
You will work directly with the Sales team to identify expansion opportunities and handoff renewal negotiations to our dedicated Growth Rep.
You will be a leader on the Customer Success team: you will own projects that increase the effectiveness of the team and help serve our customers. You will also be able to coach and mentor other members of the team in Account Management aspects of their roles.
An ideal Customer Success Manager role is adaptable - strategic, technical, organized, and results-driven. You’re keen on learning, constantly curious, and always looking for ways to improve.
As a Customer Success Manager, you can expect to:
-Be responsible for key strategic point of contact for customers, secure renewals, drive
product adoption, and delivering the highest levels of customer satisfaction
-Be the voice of the customer internally at Treasure Data & share process improvement recommendations. Deliver on exceptional customer experience with proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to align, track and evolve customer business goals
-Manage complex account situations and lead resolution towards mutual success and partnership
-Network within accounts from the C-Level down in order to achieve successful execution of the customer’s strategy and roadmap
-Identify customer risk, and work with extended Treasure Data team to create and execute on “get well” plans
-Contribute to the ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customer’s success
-Provide the initial ‘welcome package’ supporting the Sales/SE representatives with the initial onboarding
-Facilitate and host Customer Quarterly Business Reviews to align with the customer on ROI and identify operational challenges, additional use cases and/or changing business needs.
-Define and implement appropriate KPIs and other measurements that will ensure we are continuously improving the Delivery services we provide to customers.
-Collaborate on the creation of Customer consumables such as reference architectures, migration guides, and best practices reference materials, workshops, webinars and other forms of consumables, as needed.
-Monitor, measure and track key KPI’s, metrics and performance of the Delivery Service results and adjust the necessary future solution sets to optimize Customer outcomes
Your background and skills will include:
-4+ years of experience in a CSM role.
-5+ years in a customer-facing Account Management position
-Knowledge of how businesses use data to drive decisions
-Demonstrated experience as a trusted advisor to customers
-Experience in driving success within your assigned customer accounts
-Adaptability and creative problem solving
-Make well-informed decisions with minimal oversight. Ability to explain technical topics to audiences with a large range of experience and abilities
-Constantly looking to learn and improve
What You Get
-Competitive salary and benefits: we seek the best talent for this role as you are the enduring face of our company for our most strategic customers.
-Unique access: You will have the opportunity to engage deeply in a complex enterprise business; technology challenge with the full backing of our Product; Engineering organizations. For the entrepreneurially minded, this is a hugely valuable experience.
-Innovation: Our business is at the frontier of enterprise technology adoption. You have an opportunity to learn about a whole suite of technology that is changing how the world’s largest institutions run their core businesses.
What We Value
-Humility: Know what you do not know, be candid about it, seek help and guidance -- both from customers and colleagues.
-Gumption: Some call it “distance traveled”, i.e., how far you have come in your life overcoming obstacles, putting in sustained effort, defying the odds. We love optimistic doers.
-High cognitive skills & adaptive learning skills: We value people who can learn actively from the environment and constantly tweak their approach. Success comes from millions of such tweaks.
-Solid Martech/Adtech experience. Outstanding communication skills with the ability to quickly establish credibility with customers and earn trusted advisor status. Business acumen combined with experience in Big Data and Analytics, Data Warehousing, API and software integrations, and SQL, is a bonus. Experience in owning and driving incremental growth, and an exceptional customer experience.
-Ability to travel 25 - 75% required based on your location (ex: close to the customer but far from our HQ and vice versa). This will not include travel while health recommendations are in place to avoid such activities.