Customer Success Manager

JOB Title: Customer Success Manager

Reports to: AD - Customer Success

Division/Department - Customer Success

Work Location: Delhi/NCR

Desired Work Experience: 1-8 Years

Band: C

Role Split: 80% Sales + 20% Onsite Project Delivery

Salary Bracket: 7- 8.5 LPA

Work Mode: 5 Days of Working (Work from Office)

Organizational Summary:

Founded in 2007, Corporate Gurukul, a Singapore-headquartered learning and development company, is focused on transforming the youth to be 'empathetic leaders' of tomorrow. We achieve this through 'applied experiential learning and research' with the world's top university and industry partners. Corporate Gurukul's reason to exist is to be an inspiring coach in our students’ 'Good to Great' journey. Our pedagogy is inspired by the ‘gurukul’ system, which is experiential in nature and socially relevant. Our internships and research interventions offer understanding and creating solutions to real-world global challenges, in partnership with the National University of Singapore (NUS), Nanyang Technological University (NTU), Singapore, Amazon, and Hewlett Packard Enterprise. We empower students to 'stand-out' and be drivers of change to create a positive impact on the planet. They thrive on some of the biggest challenges facing our planet today and want to innovate and disrupt the status quo. Our internship and research interventions are in the area of Artificial Intelligence, Machine Learning, Deep Learning, Design Thinking, Innovation, Entrepreneurship, and Leadership.

Purpose of Role:

To manage key clients and ensuring that they are satisfied with the services provided. Identify new business opportunities and resolve any challenges or concerns. This role requires end-to-end ownership of the sales funnel and supporting the program delivery for the respective client account.

Areas of Responsibility:

• Implements a customer success strategy to drive customer satisfaction by supporting new and existing customer relationships.
• Understands the customer journey, identifies pain points and bottlenecks, and finds innovative ways to improve the overall customer experience.
• Scopes and prioritizes activities based on business and customer impact.
• Conducts effective product demonstrations, emphasizing product features and benefits with a focus on the value of the solution.
• Provides strong account management to existing clients, offering support and keeping them abreast of new products.
• Serves as a primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution.

Revenue & Customer Relationship Management:

• Be responsible for billing, upselling and renewals, and increase the revenue per customer.
• Engages with relevant internal and external stakeholders after customer service reviews to  communicate and take action.
• Provides quantitative/qualitative analysis to the product team on how CG can better serve  customers.
• Works closely with Product and Project teams as a bridge and gets the customization of CG’s  offerings as per client requirements.

Program Delivery:

• Supports Project team in on campus and online program delivery.
• Coordinates with project team on schedules.
• Ensures high CSAT score along with project team.
• Serves as a primary point of escalation when customer issues arise, troubleshooting, and  ensuring quick resolution.  

Revenue: Targets

Technical Competencies: Product Knowledge

Functional Competencies: Selling Skills

Availability:

Should be available to work on weekends, if needed. Compensatory off will be provided in lieu of weekend working.

External Stakeholders:

• School SPOCS
• Parents
• Students

Internal Stakeholders:

• Products
• Projects
• Digital & Founder