Octave is seeking a recent Customer Success Managers to join our team working with our India accounts. Our Customer Success Managers (CSM) are in a key role to drive customer satisfaction through their success in achieving desired outcomes by use of Octave solutions. Leveraging your practical industry knowledge, business acumen, relationship management and broad understanding of Octave solutions, you will position yourself as a trusted advisor to our customers to help them win in their business while maximizing their return on investment in Octave solutions.
The CSM role will collaboratively drive change management and adoption activities with key Business Decision Makers, help reduce implementation risk, drive usage of existing solutions, identify opportunities for upsell/cross-sell, and maintain established retention rates for both maintenance and SaaS renewals.
The CSM role is focused primarily in the post-sales phase and works in a complementary fashion with the Sales Account team, the Services Implementation team,
and the Technical Support team and in alignment with the Customer Engagement program.
Work with the assigned customers through the life cycle of customer relationship to provide smooth transition through different phases (Sales to Service to Support).
Lead adoption activities including educating customer locations on support processes and training requirements to help them meet their expected outcomes.
Lead and own all aspects of post-sales engagement with the account that includes coordination with Account Management, Project Management and the Implementation team, Trainers, Product Management and Technical Support Analysts.
Continuously measure results, advise the account towards improving adoption, and improve user’s awareness of what is possible with Octave Solutions.
Improve the account’s health and user satisfaction scores.
Develop and maintain relationships with all key customer contacts.
Be a single point of contact for "post-sales" escalation