Key Responsibilities
Provide strong 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 solid rapport and trust with clients.
Robust ability to manage multiple client accounts simultaneously while prioritizing effectively.
Prior experience collaborating cross-functionally within a quick-growing SaaS /Supply chain company ; operating at the intersection of product,sales, and delivery.