Manage all post-sales interactions with customers through strong relationship-building, product knowledge, planning and execution
Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
Increase customer satisfaction by addressing challenges they are facing with respect to our product, understanding their domain and sharing inputs to use the product.
Deliver a proactive customer contact strategy including project plans to drive deployment, change management and product adoption.
Deliver continuous and routine communication with customers to develop manageable action plans to further and enhance our customer partnerships
Be the single point of contact for our Customers and Act as an escalation point to drive resolution in a timely, proactive manner.
Manage customer expectations and develop strong understanding and acceptance of our Value Proposition and Customer ROI
Work closely with Product and Engineering on identification and tracking of enhancement requests and bugs
Be the customer’s advocate for feedback and changes into the functional areas they impact
Function as the voice of the customer and provide internal feedback on how we can better serve our business and customers
Track accounts to identify churn risk and work proactively to eliminate that risk
5 – 6 years of Account Management, Project management & Customer engagement required.
Proven experience in a customer facing roles. Should have worked with customers in managing customer requirements, delivering and deploying a software solution, technical issue resolution and escalation management at both the business owner and executive levels.
Strong communication skills and technical aptitude
Should be able to engage with the customer in a technical discussion to understand the issues the customers are facing and provide solutions.
Organized and reliable; able to work independently with little direction when necessary.
The ideal candidate is hands-on and results-oriented person with strong communication and problem-solving skills.
Technical skills required
Hands on technical knowledge of Software as a service and Web based products
Understanding of web technologies, web servers, etc
Understanding of eLearning domain is desirable
Exposure to content creation tools like Adobe Captivate and Adobe Presenter desirable
Will need to work in the USA business hours.
|Job Category||B-Tech, BSC, Computer Science Jobs, IIT, MCA, MTech|