Customer Success Manager - Mumbai/Bangalore (First Advantage)

• The Customer Success Manager will be responsible for providing excellent account management support to the EMEA region.
• To drive increased customer engagement within FADV customer base and increase customer satisfaction at every level From users to Stakeholder ownership.
• To manage and develop customer relationships within the assigned customer group, measured by the expansion of revenue within your assigned customer base
• Retain existing accounts during renewal or competitive re-bids.
• To grow revenues with assigned portfolio of accounts
• Establish trusted advisor relationship through driving customer value, masureable business outcomes and customer satisfaction

• Develop and maintain in depth knowledge of assigned accounts and the processes and strategy within them
• Maintain and build strong relationships with key stakeholders in account portfolio and develop new contacts to build out our business opportunities
• Frequent telephone contact with key points of contact in each account
• Formal account planning meeting with senior stakeholders in each account
• Frequent contact with customers during sales or renewal cycles
• Provide advice on new products and service offerings
• Identify and review on an regular basis high risk customers and key actions required
• Act as the point of commercial escalation for any relevant financial or relationship issues and manage these to a satisfactory outcome
• Managing and preparing for Quarterly Business reviews
• Providing system demonstrations on our current and future platforms
• Financial Performance Tracking – Monitor clients monthly spends, identifying peaks and drops so you can act accordingly
• Process – Working with clients to identify any areas for improvement and sharing industry best practice
• Reviews – Analyse WIP reviews and work with Operations to resolve issues
• Project work – Collaborate with various other departments across the business to meet project deadlines
• Escalations – Responding to various issues/complaints received from clients and working with the relevant internal teams to ensure measures are put in place to avoid a repeat of the problem
• Commercial queries – Liaising with legal and compliance to resolve any pricing, contractual or legal issues
• Upselling – Identifying gaps in a client’s program and showing them the value of adding this product into their program

• Ability to understand the needs/pain points of current and potential clients, showing empathy and winning their trust
• Excellent communication, presentation and analytical skills
• A clear and persuasive communicator, able to hold the interest of listeners at all levels
• Effective time management
• Able to plan, organise and prioritise a high level of work
• Proficiency in working in a Microsoft Office environment, including Excel, PowerPoint and Word
• Measurement of value and business outputs

• Strong client focus, driven by metrics to increase client satisfaction and retention
• Eager to learn and develop a successful career within the business
• Collaborates positively within and across teams
• Able to create and maintain strong business relationships
• Outside-In Thinking: Ability to understand the client perspective and to proactively identify and develop solutions
• Self-directed and motivated
• Strong written and verbal skills, including presentations, training and chairing meetings
• Ability to work across business levels from business owner to executive
• Attention to detail and the ability to manage multiple tasks and relationships (including multiple customers simultaneously)

First Advantage