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Senior Customer Success Manager

Ushur

Ushur

Customer Service, Sales & Business Development
Bengaluru, Karnataka, India
Posted on Friday, August 18, 2023
Ushur is transforming the way enterprises communicate and engage with customers. Fueled by consumer’s self-service demands, enterprises are modernizing customer engagement and experience models. Ushur is fast becoming the platform of choice for Customer Experience Automation™, enabling these enterprises to leapfrog their digital native counterparts and deliver delightful customer and employee experiences. With cutting-edge Conversational AI, Machine Learning and Intelligent Process Automation technologies, Ushur has enabled Fortune 100 enterprises including some of the world’s most well known brands in healthcare, insurance, banking and financial services sectors to automate their customer engagement. Cloud-native, 100% no-code and purely workflow-driven, Ushur empowers citizen developers within business operations teams to build AI-powered, fully-automated and omni-channel experience to digitally transform customer journeys end-to-end.
The Role
The Customer Success team at Ushur is responsible for driving adoption and value realization for Ushur customers. As a Customer Success Manager at Ushur, you’ll be managing a few of our largest Enterprise clients - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.. The ideal candidate for this role will possess strong relationship building skills and a laser focus on positive customer outcomes.
Responsibilities
- Be the primary post-sales point of contact for assigned customers. This role will collaborate closely with the sales account executive and the solution engineer to form a team that supports customers through the entire customer lifecycle
including adoption, renewal and expansion.
Map customer processes to Ushur capabilities & data model
Manage POC process and delivery
Manage customer onboarding and partner with other internal team members (solution engineering, product, engineering, sales, etc.) as needed to ensure time to value goals are achieved
Monitor key customer success metrics to ensure that Ushur is driving results and helping customers achieve their goals
Provide proactive guidance to key users, encourage adoption, and assist in education on product updates
Coordinate with customer executive sponsors and procurement teams to schedule kickoff meetings, facilitate training sessions, help with strategic goal setting, identify potential expansion opportunities, and support the renewal process
Develop an ongoing relationship with executive sponsors and champions at customers and become their advocate internally at Ushur Gather product feedback, conveying this to Product, Sales and Engineering teams
Identify opportunities for customers to act as Ushur industry advocates (e.g. testimonials, case studies)Help foster company-wide culture of Customer Success
As the Partner Ecosystem expands, you would be expected to work with our existing partners and ensure they gain a deep understanding of the Ushur platform, enabling them to implement innovative solutions using Ushur to drive value to their customers
Travel to visit clients . partners on site as needed (especially during the onboarding process) to provide support, build relationships with key users, and develop expansion strategies with your accounts
Qualifications
Bachelor's degree
6-8+ years experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role. Insurance industry preferred.
Project Management Experience
Collaboratively develop and build a detailed project plan to monitor and track progress
Coordinate internal resources for flawless execution of multiple projects
Track project performance through the use of data and analytics
Coordinate and communicate frequently with customers on project status and project needs
Experience with a project management software tool a plus but not required
Ability to learn systems and business processes quickly Ability to identify customer pain points and map processes
Excellent verbal, written, and presentation skills
Highly organized, collaborative and detail oriented
Ability to manage multiple projects within time, schedule and quality constraints
Expertise in dealing with significant change at senior business and IT levels (preferably dealing directly with VP or C-Level Executives)Capability as a credible and effective consultant/advisor/coach
Proven effectiveness at leading and conducting executive training sessions, meetings, and workshops (often remotely)Passion for technology and for being a part of a fast-growing SaaS startup where we move quickly and wear many hats
Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Engineering)Flexible approach, able to operate effectively with uncertainty and change
Driven, self-motivated, enthusiastic and with a “can do” attitude
Ability to travel up to 25%