Zapcom

Customer Success Manager

About Zapcom:

Zapcom Group is a fastest growing Global Product Engineering Services and solutions company, HDQ in the US and offices around the Globe.Zapcom group is a niche boutique company in delivering software to our clients. We strive for engineering excellence with product mindset and leveraging our best practices in accelerated development environment.

Zapcom Group take pride in meeting our client’s expectations as a trusted advisor to them and engineer solutions that fit their needs and deliver them on time within budget. This means we adopt and develop their applications and services using technologies, tools, and frameworks that best suit our client’s specific business needs. Because of this, our architects must be comfortable with learning new technologies, frameworks, systems, and problem domains. In Addition, our architects should constantly demonstrate their technical knowledge sharing, be hands on when needed in guiding our developers, and working closely with discipline directors on defining standards and engineer pragmatic solutions for our clients.

Roles and responsibilities:

  • Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
  • Establish a trusted and strategic advisor relationship to help drive continued value of our products and services
  • Maintain and develop customer success strategies and best practices
  • Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
  • Maintain existing customer success metrics and data as required
  • Serve as day-to-day contact for assigned customers, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
  • Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
  • Facilitate interaction and workflow between project team members, including third- party service providers, to ensure deliverables are on time
  • Collaborate, problem solve, and/or strategize upcoming client meetings with team members
  • Prepare necessary documentation to demonstrate performance in C-Sat/NPS scores and to identify areas of improvement.

Key Skills:

  • 5 to 10 years of experience in customer management, account management, or customer success
  • Excellent verbal and written communication, strategic planning, and project management skills
  • Analytical and process-oriented mindset
    Comfortable working across multiple departments in a deadline-driven environment
  • Active team player, self-starter, and multitasker who can quickly adjust priorities
  • Bachelor’s degree or Master’s degree
  • Knowledge of project management tools

Location & commitments: 

  • This is a Permanent Opportunity. 
  • Job Location: Bengaluru (India) (On Site)

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