Customer Success Manager
Ushur in Bengaluru, KA
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.
Designation: Customer Success Manager
Location: Bangalore (Hybrid)
Experience: 6-8 YRs
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.
What You'll Do:
-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
-Travel to visit clients on site as needed (especially during the onboarding process) to provide support, build relationships with key users, and develop expansion strategies with your accounts
The experience you need:
Bachelor's degree
-5+ 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 50%
30/60/90 Days Goals
Goals30 Days
Complete New Hire Checklists and Orientation
Complete training on CS Tools: Cami, Asana, Jira, SalesForce
Complete Ushur Platform Level 1 Certification
Complete Analytics training Learn about assigned customers
Start participating in customer meetings
Assist with action item and task tracking in Asana
Assist with support ticket tracking in Jira
Build relationships with CSM Team
Build relationships with Account Teams
60 Days
Take over review of customer notes, analytics, and status reporting
Take over action item and task tracking in Asana
Take over support ticket tracking in Jira
Take full tactical ownership of assigned customers by day 60Build customer relationships
Build relationships with teammates from Customer Success Management, Solution Consulting, SRE, and Strategic Programs
90 Days
Be able to point out data anomalies for assigned customers
Take full strategic ownership of assigned customers by day 90Build relationships outside the Customer Growth teams
Create personal growth plan