Requirements:-

We are looking for a proactive and customer-focused Customer Success Manager (Key Account Manager) to manage strategic client relationships, ensure seamless service delivery, and drive business growth through cross-selling and upselling. The ideal candidate should possess excellent communication, presentation, and relationship management skills while ensuring timely collections and customer satisfaction.

Key Responsibilities:-

Customer Relationship Management

- Act as the primary point of contact for assigned key accounts.
- Build and maintain long-term relationships with customers.
- Conduct regular customer meetings to understand business requirements and address concerns.
- Ensure high levels of customer satisfaction and retention.

Invoicing & Payment Collection

- Ensure timely generation and sharing of invoices.
- Follow up with customers for timely payment collections.
- Coordinate with internal finance teams to resolve billing-related issues.
- Maintain healthy account receivables.

Cross-selling & Upselling

- Identify opportunities to introduce additional products and services.
- Work closely with customers to understand their evolving business needs.
- Drive revenue growth through cross-selling and upselling initiatives.
- Achieve assigned sales and revenue targets.

Customer Success & Problem Resolution

- Take ownership of customer issues until closure.
- Coordinate with internal teams to ensure timely resolution of customer concerns.
- Escalate critical issues whenever required.
- Deliver an exceptional customer experience.

Communication & Presentation

- Deliver product demonstrations and business presentations to customers.
- Prepare business reports,



account reviews, and customer presentations.
- Maintain transparent and professional communication with customers and internal stakeholders.

Performance & Reporting

- Achieve daily, weekly, and monthly KPIs.
- Maintain CRM updates and account activity records.
- Prepare MIS reports on customer engagement, collections, renewals, and revenue opportunities.

Required Skills:-

- Excellent verbal and written communication skills.
- Strong presentation and stakeholder management abilities.
- Customer-centric approach with strong relationship-building skills.
- Good negotiation and problem-solving capabilities.
- Proficiency in Microsoft Excel, PowerPoint, and CRM tools.
- Ability to work independently and manage multiple customer accounts.

Preferred Qualifications:-

- Bachelor's degree in Business, Marketing, Commerce, or a related field.
- 36 years of experience in Customer Success, Key Account Management, Relationship Management, or B2B Sales.
- Experience in SaaS, FinTech, Banking, IT Services, or Enterprise Solutions will be an added advantage.

Key Performance Indicators (KPIs):-

- Timely invoice generation.
- Collection of outstanding payments within agreed timelines.
- Customer satisfaction and retention.
- Cross-sell and upsell revenue achievement.
- Resolution of customer issues within defined SLAs.
- Customer meeting and engagement targets.
- CRM hygiene and reporting accuracy.
- Achievement of daily, weekly, and monthly business goals.

Benefits:-

- Performance Incentive: Up to 30% of monthly salary, linked to KPI achievement.
- Career growth opportunities.
- Performance-based rewards and recognition.
- Learning and development opportunities.

📌 Customer Relationship Manager - Delhi
🏢 iServeU
📍 Delhi