Customer Success Manager Job in Icertis

Required Skills:

• Willingness to operate in European shift and travel on demand.
• Excellent verbal and written communication, negotiation and relationship building skills.
• 15+ years of customer engagement experience and proven track record working with heterogeneous teams spread across multiple locations / time zones is mandatory.
• Hands-on experience in supporting enterprise products, troubleshooting and debugging customer issues in an Enterprise SaaS environment is essential.
• Knowledge of Microsoft technologies, Cloud services and RDBMS platforms preferred.
• IT Project Management experience is highly desirable.
• Experience in software development is a strong plus.
• Bachelors degree or equivalent technical experience with a keen business sense is required.

Roles

• Understand Icertis platform as well as its implementation at specific customers very well including configurations, customization and integrations.
• Understand assigned customers business and operational environment with ongoing understanding of its health. Increase awareness within Icertis, drive operational improvements based on customer insights.
• Work closely with customers to answer questions about the features and capabilities of our product.
• Interact with customers on/off-site to troubleshoot issues, provide workarounds by leveraging your troubleshooting skills and product knowledge.
• Act as a guide to the rest of the team and share customer specific knowledge to drive faster resolution of issues
• Provide technical expertise, guidance, mentorship to team members. Participate in hiring processes.
• Proactively monitor activities for assigned customers and highlight steps needed to increase adoption, service consumption and drive customer satisfaction.
• Be the point contact to drive support plans. Address and resolve some of the customer support incidents or provide workarounds by leveraging troubleshooting skills.
• Act as the liaison between Customer and Icertis internal organizations to ensure client escalations are resolved in due time. Manage cross-functional interactions with internal teams e.g. product development, engineering, and QA.
• Develop and deliver weekly, monthly and quarterly operational reviews focused on trouble ticket status and consumption/adoption data with key customer contacts on a regular basis.
• Some travel (~10%) is expected to visit assigned customers.