Associate Customer Success Manager
Sales & Business Development, Customer Service
New Delhi, Delhi, India
The Opportunity
We are looking for an Associate Customer Success Manager to join our growing Customer Success team in India. As an Associate CSM, you will work with customers at all stages of the customer journey from implementation through go-live as they deploy and adopt the Sitetracker platform.
As the main point of contact, you will define and demonstrate Sitetracker's value to our customers by identifying business objectives and aligning Sitetracker capabilities with your customer's goals. Working closely with cross-functional teams, you will own user adoption and customer advocacy to ensure the retention and growth of our customers.
What You'll Do
You will be the primary advocate and trusted advisor for your customers. You will establish a regular interaction cadence, create action plans to deliver against KPIs, and ensure you have referenceable customers to support global sales efforts. Beyond day-to-day interactions, you will continually develop strategic account plans to support product expansion and engage directly with Sitetracker Product & Engineering to communicate customer requests regarding product roadmaps and customizations.
The Skills You'll Have
Core Customer Success Manager Skills
- Create and execute comprehensive success plans tailored to individual customer needs.
- Demonstrate a history of passion and enthusiasm for customer success and a commitment to personal development.
- Excellent written communication skills
- Apply experience working with mid-tier customers to manage books of business effectively, and drive renewals
Improving Customer Experience & Stakeholder Management
- Foster high-level relationships with senior stakeholders and project sponsors within a customer environment.
- Create and deliver communication plans that keep customers informed and engaged.
- Understand customer use cases and Sitetracker adoption at a high level, becoming a trusted advisor.
Demonstrating Business Value Realisation & Contract Value
- Identify, deliver, and masterfully articulate the Sitetracker solution's value and return on investment to customers.
- Partner with customer leadership to identify and measure new KPIs, focusing heavily on business outcomes and value realization.
- Identify additional revenue-generating opportunities by aligning customer goals with Sitetracker functionality and roadmaps.
Technical Aptitude
- Develop a strong technical understanding of deployed solutions and Sitetracker platform capabilities.
- Complete internal certifications to accelerate product knowledge and independent troubleshooting capability.
- Contribute to internal process improvements and engage with Engineering to discuss enhanced product functionality.
Within 90 Days, You'll
- Work with cross-functional teams to learn the Sitetracker product and capabilities.
- Undertake internal certification to accelerate your product knowledge and onboarding.
- Work closely with customer success, and other teams, to establish yourself internally.
- Meet and familiarize yourself with customers within your book of business.
- Establish and become the main point of contact for your customers.
- Establish cadence and regular interaction with your customer base.
- Understand customer’s use cases and ST adoption at a high level
Within 180 Days, You'll
- Be a trusted advisor and advocate for your customers.
- Partner with your customer’s leadership to develop a blueprint for success.
- Understand the customer’s business goals and objectives.
- Identify and measure potential new KPIs for your customers.
- Align your customer goals with Sitetracker functionality and roadmap.
- Create an action plan to deliver against goals, KPIs, and functionality.
- Identify additional revenue-generating opportunities.
- Masterfully articulate the Sitetracker value proposition.
- Ensure you have referenceable customers to support a wider global sales effort.
- Contribute to opportunities for process improvement and continue to develop your own Sitetracker product knowledge.
Within 365 Days, You'll
- Continuously act as a trusted advisor to the customer, and develop high-level relationships with stakeholders and project sponsors.
- Continuously develop strategic account plans for your customers to support product expansion and ensure customer retention.
- Engage with Sitetracker Product & Engineering to support and communicate customer requests around product roadmaps, customizations, or enhanced product functionality.
- Establish yourself as an integral part of the customer success team.
- Have a great time with in an exciting, fast paced environment!