Customer Success Manager
SirionLabs
Total years of experience :12 years, 6 Months
- Leading global client portfolios responsible for end-to-end software implementation, BAU services, and account farming activities across North America, Europe & APAC.
- Delivery of periodic (monthly/quarterly) Customer Success Forums (CSF) and Quarterly Business Reviews (QBRs) to review and analyze statistics, metrics, and provide recommendations.
- Seamlessly Account Onboarding within a specific planned time and set up new Customers to the SaaS product.
- Collaborate with internal stakeholders across operations, and customers to ensure all projects and implementations are completed on time.
- Work closely with the Product and Engineering team on identification and tracking of enhancement requests and bugs and coordinate with the Operations team and other stakeholders to ensure seamless delivery to Customers.
- Identify at-risk renewals and deliver on customer remediation plan and act as an escalation point to drive problem resolutions in a timely and proactive manner.
- Responsible for positive NPS scores, on-time delivery, quality, and margins of project implementations.
- Expand the relationships with existing customers by continuously proposing solutions that meet their objectives and get maximum ROI to them.
- Work with process owners to regularly collect process metrics, such as Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) and artifacts that demonstrate process compliance and process improvement, in support of performance management and audit activities.
- Responsible for directing the design of the executive dashboards and conducting executive training of the software
- Maintain a deep understanding of the product and communicate with customers about the most relevant feature/functionality for their specific business needs.
- Coordinate with Engineering, Product teams for successful implementations.
Defining data requirements, collection, recording, consolidation, reconciliation, analysis, reporting
and presentation of required information.
• Prepare SLA reports on daily/weekly basis for process.
• Optimize resource utilization through improved productivity.
• Create and automate business and supplier performance reports to allow department managers to
identify and act upon trends and results, ensuring the reports and dashboards are timely,
consistent, accurate, and complete.
• Keeping a track of day-to-day performance of the team.
• Assist managers and teams throughout the company to understand the power and value of an
analytical approach to decision making and provide them with the insights that contribute to the
strategic goals of the organization.
• Taking training sessions for new joiners, practice test and final Assessments.
• Salary and benefits Negotiation, creating offer into system for selected Candidates.
• Assist in the performance of qualitative and quantitative analysis on IT processes and develop
process improvement plans and/or process roadmaps.
• Provide Training and Operational support to business unit. Assist and advise peers to ensure
efficient management of current and incoming resources.
• Worked with research and operation team, using tools like Cognos, Taleo,