EdCast is the AI-Powered Knowledge Cloud solution for unified discovery, personalized learning, and knowledge management across the enterprise. Its award-winning platform is used internationally by Global 2000 companies and large government organizations, including NASSCOM and World Economic Forum, to solve the discovery and curation problems across all external and internal knowledge sources. EdCast's offerings include its Learning Experience Platform (LXP) and MyGuide's in-app guides, intelligence, and automation for business software.
Website- www.edcast.com
Job Title: Customer Success Manager
Location: Mumbai amp; Bangalore
Experience: 7 to 13 years.
Relevant Experience: 5 years.
Requirements
- Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
- Establish clear retention goals and process milestones for the client and employees to work toward
- Establish a trusted and strategic advisor relationship to help drive the continued value of our products and services
- Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team
- Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
- Maintain existing customer success metrics and data as directed
- Hands-on in project managing multiple accounts.
- Risk management.
Daily and Monthly Responsibilities
- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
- Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
- Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time
- Collaborate, problem solve, and/or strategize upcoming client meetings with team members
- Prepare necessary documentation or visuals for client to demonstrate performance of campaigns; analyze trends in C-Sat/NPS scores to identify areas of improvement
- Work with the sales and marketing team to drill customer references and develop case studies
- Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
- Optimize existing processes within the company and actively enhance all Customer Success initiatives
You Are:
- 5- 8 years of experience in communications, Project management,account management, or customer success
- Strong verbal and written communication, strategic planning, and project management skills
- Analytical and process-oriented mindset
- Comfortable working across multiple departments in a deadline-driven environment
- Active team player, self-starter, and multitasker who can quickly adjust priorities
What you need:
- Competence to build and effectively manage interpersonal relationships at all levels of the company.
- Exceptional professional presence and business acumen.
- Graduate from a well-known institute.
- Ability to multi-task.
- Excellent communication skills, both verbal and written.
- Enthusiastic team player with an innovative approach.
- Ability to work in an aggressive and fast-moving environment where key objectives need to be met on pre-agreed timescales
Benefits
An opportunity to get ahead in your career by building a great and exciting portfolio that helps others get ahead in theirs. You will be joining a truly passionate and multicultural team willing to make a difference and positively disrupt the way learning is done within organizations.
We believe in lifelong learning. We believe we can create abundant opportunities for workforce learning and up-skilling within the organization ecosystems. We have the spark, the ambition, the drive, and the passion of making an impact in the world.