Customer Success Manager

Responsibilities of a Customer Success Manager:
Responsibilities w.r.t Customer:

• Keep the promises made to the customer in terms of deliverables.
• Regular sharing with the customer with solutions and insights to keep customer satisfaction high
• To see the bigger picture at the customer level to provide more clear value and communicate the requirement effectively to the technical team.
• To keep exploring the needs of the customer to provide value added solutions to the customer
• To demonstrate the value provided to the customer is effectively used and experienced by senior most member in the customer’s team
• Provide immediate solution for core technologies like GA 360, Visualization changes in dashboards and changes in BQ
• Guide the customer on technology road map for their requests. Team Responsibilities
• To have an understanding of roles, information and path of creating solutions to work with the technical team
• Document a challenge accurately for communication with the technical team.
• Participate in the recruitment process including interviews, creating test as required based on the need to recruit people who are compatible with our culture and skilled to accomplish the job. Business Responsibilities
• To track the revenue in the number of hours being billed to customers and ensure they are on Goal by taking necessary action.
• Keep a birds eye view of the needs of the customer and generate new insights and solutions for the customer. Technology
• Stay abreast with the latest concepts in the core technologies:
• Google Analytics and reporting
• Big Query and Reporting based on BQ
• Analytics - Predictive Modelling
• GCP Infrastructure and its working
• Cloud for Marketing - using Google. All concepts from data integration to running predictive analytics