Project Planning & Execution: Set milestones while managing risks, coordinating with the customer and various internal teams to seamlessly deploy the product in the field within the stipulated time.
Customer Onboarding & Training: Onboard, train and enable customer SPOCs for effective use of Zenatix solution to meet defined goals
Customer Service: Actively engage the customer through all phases of the project, ensure customer satisfaction through timely communication, ensure delivery of deliverables within communicated time frames.
Handling Customer Escalations: Effectively handle any customer escalations and voice it at the right forums at Zenatix
Project health maintenance: Ensure smooth functioning of the deployed product and quick redressal of issues with the help of internal troubleshooting team within pre-defined SLAs. Periodic reporting to the customer and dipstick for red flag warnings.
Growth Opportunities: Identify opportunities to upsell & cross-sell Zenatix offerings to the customers and engage with the sales team in the process. Get referral leads from customers. Follow up on upcoming renewals with customers
Gathering feedback: Understand the customerâs usage scenarios and evaluate the need-gap in the existing solution/product. Voice it back in a structured format at Zenatix on the right forum.
Customer advocacy: Ensure that the customer feedback is heard at Zenatix across the right forums. Built trust and transparency with the customers.
3-5 years of professional experience. Minimum 2 years of experience in Customer Success/Account management.
Bachelor's/Master's degree in engineering
Capability and desire to work in a dynamic and fast-paced environment with minimal direction.
Excellent analytical, communication, presentation and problem-solving skills
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