Customer Success Manager (Haryana)

What you will be doing:
- Manage, motivate and develop a team of Client Success professionals.
- Perform coaching sessions and deliver feedback on the quality of customer engagements.
- Provide strategic guidance and support to reps on providing value-driven outreach and conversations with customers
- Conduct structured, bi-weekly 1:1s with team members to review client priorities, projects, performance objectives and goals.
- Determine team members goals and assignments based on strong knowledge of individual’s strengths, opportunity areas and interests.
- Coordinate and assign recourses to customer facing tasks.
- Manage day-to-day operations of team through real time management.
- Manage customer escalations, handling them through resolution.
- Perform Root Cause Analysis (RCA) and call down customers based on their feedback.
- Give input to performance reviews and performance improvement plans when necessary.
- Provide input for monthly and quarterly business reviews for leadership.
- Identify business improvements that align with company goals to drive the customer and employee experience. What you will need for the position:
- A minimum of 8-16 years of overall work experience, with at least 6+ years in a leadership position. Relevant experience determines the job title of an Assistant Manager.
- Previous experience in B2B customer success, account management or other client facing roles.
- Demonstrates strong leadership and people management skills.
- Enthusiastic and engaged leader with the ability to inspire others.
- Excellent interpersonal skills. Must be a solid communicator at all levels and be able to present in large meetings to key stakeholders.
- Contributes to a climate of innovation and continuous improvement to achieve Cvent’s goals.
- Demonstrates ability to manage quality and productivity on a high performing team through variation management.
- Demonstrates personal excellence, accountability and integrity.
- Ability to track key performance metrics and implement solutions to meet client needs.
- Microsoft Office software proficiency, with strong Excel, Word and PowerPoint skills.
- Technical aptitude with robust ability to learn software and upskill.
- Previous experience in SaaS and event industry experience is a plus.
- Knowledge of CRM automation products such as Salesforce and Gainsight.
- Exposure to operational frameworks that focus on data-driven measurement, client satisfaction scoring of service delivery is a plus. Disclaimer: Beware of Recruitment Scams – Legitimate Cvent recruiting communications will always come from an official ‘’ email. We never request any payments or ask for sensitive personal or financial information via chat or social media platforms. For more information, please visit: Apply on Kit Job: kitjob.in/job/4lssg6