Customer Success Manager Job in Urjanet

Responsibilities

• Lead the onboarding process for new customers and serve as their primary point of contact
• Influence achievement of customer outcomes by collecting customer feedback and analyzing relevant metrics
• Create and deploy customer training programs for onboarding and adoption stages of the customer journey
• Collaborate with customer support teams to provide technical support for Urjanet s data feed and APIs
• Lead best practices for project management including planning, executing, monitoring, and closure of projects
• Manage a portfolio of customer accounts ranging from enterprise to small scale engagements
• Facilitate root cause analysis for incident reports and identify continuous improvement opportunities in areas of people, tools, and/or process changes
• Identify reporting requirements to support monitoring SLAs within customer contracts
• Collaborate with account management team for renewal, expansion and churn prevention activities
• Provide feedback to product management team by identifying key product changes to improve efficiencies and overall customer experience
• Coordinate with Urjanet s offshore teams to ensure data deliveries are on schedule, meeting quality standards, and SLA-compliant
• Develop, maintain, & improve processes surrounding customer acceptance of Urjanet data delivered
• Create/update internal & external documentation to help support all customer processes

Requirements

• Bachelor s/Master s degree
• Must have background in SaaS company and API integrations and supports
• 3-8 years of professional service, solution implementation and/or technical supportexperience
• Individual contributor
• Successfully managed multiple customer engagements simultaneously
• Experience with customer account/relationship management
• Experience managing large scale projects
• Proficient in Microsoft Office (Excel, PowerPoint & Word)
• Ability to adapt to changing work environments and priorities
• Very strong goal orientation, work ethic and sense of personal accountability
• High energy, passion, a sense of humor and a strong ability to work with minimal
  direction and guidance