Key Responsibilities
- Provide solid account management to existing clients, offering structural support and keeping them informed about new products, features, and services that add value to their business.
- Drive customer success by increasing product adoption, managing long-term customer relationships, conducting regular business reviews, and sharing industry best practices.
- Own customer retention by proactively identifying risks, addressing concerns, and ensuring continued value realization.
- Lead upselling and cross-selling initiatives by identifying growth opportunities within existing accounts and aligning solutions to customer needs.
- Serve as the primary point of escalation for customer issues, troubleshooting challenges and ensuring timely and effective resolution.
- Coach customers to become product experts and guide their teams on best practices to enable greater self-sufficiency.
- Manage renewals,
expansion opportunities, and revenue growth while consistently striving to deliver measurable value to clients.
- Maintain a regular cadence of analytical and performance reviews to track key metrics critical to client success and business outcomes.
Skills Required
- Proven experience in customer success, account management, or a similar client-facing role.
- Excellent communication and interpersonal skills, with the ability to build strong rapport and trust with clients.
- Strong ability to manage multiple client accounts simultaneously while prioritizing effectively.
- Prior experience collaborating cross-functionally within a fast-growing SaaS /Supply chain company ; operating at the intersection of product,sales, and delivery.