Customer Success Manager
About the job
About the job:
The Customer Success Manager role is responsible for implementing customer success strategies to drive customer onboarding, product adoption, customer satisfaction and long-term customer retention. The role will collaborate with cross-functional teams in the BUs, including project management and technical sale specialists and across center-led sales and marketing to deliver exceptional customer engagement to understand customer needs, craft customer success plans, guide customers in the adoption of products or services, and contribute to high levels of customer satisfaction and product usage with the goal of increasing customer lifetime value and reducing churn.
Responsibilities:
- Customer Relationship Management: Oversee the identification of customer requirements and pain points to address them by directing them to relevant internal stakeholders (BUs, sales, product teams etc.) or enabling the team to liaise internally to address the query. Build trust with customers by demonstrating expertise, reliability, and a genuine commitment to their success. Conduct regular check-ins and meetings with key customers to understand their business objectives, challenges, and requirements. Ensure the clear communication of scope of services, timelines, and deliverables to ensure alignment between ADC and the customer in collaboration with sales and BU teams. Anticipate potential issues or challenges that customers may encounter and provide proactive support and guidance to mitigate them. Recognize and celebrate key milestones, achievements, and successes with customers to reinforce positive relationships and build loyalty.
- Customer Feedback Management: Guide the implementation of various methods for gathering feedback from customers, such as surveys, interviews, customer advisory boards, and feedback forms. Lead the active solicitation of feedback at different touchpoints throughout the customer journey, including onboarding, usage, and renewal stages. Use customer feedback and data analysis to identify areas where ADC’s products, services, or processes can be improved. Collaborate closely with product management and development teams to translate customer feedback and insights into actionable product enhancements and new feature ideas
- Customer Risk Management: Regularly monitor account health, identify risk of churn, and work proactively to eliminate those risks. Stay vigilant for signs of potential crises, such as sudden drops in customer satisfaction scores, increased support tickets, or negative feedback from key accounts. Monitor customer sentiment and engagement metrics to identify any emerging issues or trends that could escalate into crises. Identify and escalate critical issues or roadblocks that require urgent attention from senior leadership or specialized teams within the organization.
- Renewal and Upsell: Identify renewal and upsell opportunities; work with sales and marketing teams to ensure growth attainment and increased footprint within the customer account.
- Customer Education: Conduct comprehensive onboarding sessions to familiarize new customers with the features, functionalities, and best practices related to the company’s products or services. Develop and curate educational resources such as user guides, tutorials, videos, and knowledge base articles to help customers learn how to use the product effectively. Organize and facilitate webinars, workshops, and online training sessions to provide in-depth insights into specific product features, use cases, and industry trends. Educate customers about the benefits and value proposition of the company’s products or services, emphasizing how they can address specific pain points and achieve their desired outcomes.
Skills:
1. Customer Relationship Management Skills
2. Customer Feedback Management
3. Customer Risk Management
4. Renewal and Upsell Strategies
5. Customer Education and Training
6. Leadership and Team Management Skills
7. Analytical and Strategic Thinking
8. Communication and Interpersonal Skills
9. Technical Acumen
10. Education and Experience Requirements
Education and Experience:
- Education: Bachelor’s or Master’s degree in business administration with a specialization in marketing.
- Experience: At least 10 years of experience in customer management, retention and engagement through the customer lifecycle in a progressive leadership capacity with 3-5 years of experience in directly leading teams that manage key customer relationships, customer escalations, renewals and drive customer advocacy.
Senior Strategy Manager, Data & AI
About the job
About the job:
The Senior Strategy Manager will play a crucial role in shaping the strategic direction of nourOS, collaborating with leadership to identify growth opportunities and enhance operational effectiveness. In addition to strategic planning, this role will also encompass responsibilities related to quality assurance, ensuring that our solutions meet the highest standards of performance and reliability.
Responsibilities:
- Strategic Planning: Develop and execute comprehensive strategic plans that align with the organization’s vision and goals, identifying opportunities for growth, innovation, and market expansion.
- Market Analysis: Conduct in-depth market research and analysis to understand industry trends, competitive landscape, and customer needs, translating insights into actionable strategies.
- Cross-Functional Collaboration: Work closely with product management, marketing, sales, and operational teams to ensure alignment on strategic objectives and successful execution of initiatives.
- Quality Assurance: Lead efforts to establish and maintain quality assurance processes for nourOS, ensuring that all product releases meet established quality standards and enhance user satisfaction.
- Performance Measurement: Define key performance indicators (KPIs) to evaluate the effectiveness of strategic initiatives and quality assurance processes, analyzing results and recommending improvements.
- Stakeholder Engagement: Build strong relationships with internal and external stakeholders, including clients and partners, to gather feedback and ensure alignment with market demands.
- Change Management: Support the implementation of strategic initiatives and quality assurance processes through effective change management practices, facilitating communication and training as needed.
- Continuous Improvement: Foster a culture of continuous improvement by identifying areas for enhancement within both strategic initiatives and quality assurance practices, implementing best practices to drive efficiency and effectiveness.
Skills:
1. Strategic Planning Skills
2. Market Analysis Skills
3. Cross-Functional Collaboration Skills
4. Quality Assurance Leadership Skills
5. Performance Measurement and Analysis
Minimum qualifications:
At least 10 years of experience in strategic management, business development, or related fields, with a proven track record in technology or software industries. Experience in quality assurance or product management is a plus.
Bachelor’s degree in Business Administration, Management, Engineering, or a related field (Master’s degree is a plus).
