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Customer Success Manager (Anywhere in India)

Axelerant's Customer Success Manager will provide a consultative and customer oriented style to account management, communications, business analysis, and situational leadership.

Responsibilities

  • Demonstrate thought leadership and best practices, both internally and externally, around account transformation.
  • Deliver successful customers to the contract renewal cycle and lead the renewals process to minimize customer attrition.
  • Create and maintain a comprehensive Strategic Success Plan per account to ensure total customer success.
  • Develop a comprehensive understanding of the customer’s industry business challenges and objectives to appropriately tailor Axelerant service designs and associated business benefits to address their needs.
  • Prepare customer for next steps with a base for ensuring customer lifetime value as a product owner.
  • Needs to be proactive to determine risks associated with SLA fulfillment and appropriately work with analyst and operations teams for corrective and preventive measures.
  • Liaise and work with process and engineering management team to manage SLA bottlenecks to continuously deliver value while holding the customer at their highest priority.
  • Coordinate with analyst support to ensure timely closure of quality issues.
  • Custodian of building and maintaining business knowledge inventory for managed accounts.
  • Identification followed by recording and enabling of right upsell opportunities with accounts.
  • Be the voice of the customer to own requirement specifications while engaging relevant team members.

Requirements

  • Work experience - 3 yrs and above in agile project management as a product owner or service delivery manager.
  • 1-2 years of demonstrated exceptional customer management with more than 2 customers from previous employment.
  • Be driven, enthusiastic and proactive with forward-thinking. Expected to have consultative skills.
  • Eager to solve customer problems even before they happen hence should have strong grip at risk management and related body of knowledge.
  • Domain knowledge and detailed product knowledge is a plus.
  • Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
  • Familiarity working with clients of all sizes.
  • Should be willing to put in effort to understand customers ecosystem (knowing what role their service plays within the customer’s company).
  • Should be able to demonstrate our solutions while collaboratively working with project leads to ensure technical aspects of client requirements are well translated.
  • Prior experience with account portfolio planning and project prioritization.

Preferred

  • Passion for the web, open-source development (CMS Platforms)
  • CSM from Scrum alliance / ACP from PMI
  • Product Owner from Scrum alliance
  • ITIL Foundation or intermediate certified from Axelos.

About Axelerant

As a global company that puts care into employee happiness, engineering excellence, and customer success, we are in striking contrast to the typical outsourcing option.

We started as an idea in 2005 to build a unique, fully-distributed team with the right set of employee benefits. Today we have engineering career ladders, a staff as stakeholders approach, and a focus on success management. We are a diverse team working remotely across many time zones, with success stories that back up capabilities, and a reputation for an unconventional work environment that empowers. We are the individuals directly challenging what it means to do global delivery differently for employees and partners.

Benefits

  • Work from home or anywhere via location independence.
  • Extremely flexible work hours.
  • An engaged working environment with frequent feedback and clearly set expectations.
  • 52 weekends and 35 days per year of consolidated leave (inclusive of bereavement leave) plus maternity, paternity, and sabbatical allowances.
  • Group health insurance.
  • Professional development, certifications, and trainings.
  • Sponsored domestic and international event attendance.
  • BYOD assistance—we’ll cover 50% of purchase or repair costs up to 50,000 INR.
  • Hackathons and community contributions.
  • Annual retreats, quarterly town halls, and monthly celebrations.
  • Referral bonuses.
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