Role & responsibilities :-

Tech Onboarding & Integration

- Conduct product demos for CRM, Gen AI , and recent features for city and regional teams.
- Ensure tech onboarding post-mandate go-live within defined TAT.
- Coordinate with Tech teams for seamless integrations and configurations.

Adoption, Access & Usage Monitoring

- Drive high adoption and engagement across all teams using tech platforms.
- Monitor usage metrics; flag and fix adoption gaps across mandates.

Issue Resolution & Escalation Handling

- Act as the single point of contact (SPOC) for tech-related issues during onboarding and throughout the sales cycles.
- Log, track, and coordinate resolution of issues with tech and support teams.

Stakeholder Management & Communication

- Work closely with city heads, sales managers, and mandate teams to align expectations and priorities.
- Disseminate SOPs, feature updates, and enablement materials.
- Support in managing expectations and updates during escalations.

New Feature Enablement & Gen AI Implementation

- Drive go-live for Gen AI modules (Leads, CP, Calls) across mandates.
- Deliver customized demos aligned with campaign use-cases.
- Support internal and client teams in campaign calendar planning, execution, and optimization.

Campaign Execution & Performance Analysis

- Set up and manage Gen AI campaigns end-to-end, including journey logic, segmentation,



and message formats.
- Analyze campaign performance read rates, CTRs, engagement levels.
- Share actionable insights and performance reports regularly.

Reporting & Performance Reviews

- Share weekly updates on tech adoption, onboarding status, and campaign impact.
- Support in preparing monthly/quarterly reviews of tool effectiveness and TAM team performance.
- Maintain dashboards for Gen AI usage and adoption across cities.

Skills & Qualifications Must-Have:

- 24 years of experience in a Technical Account Management / Product Support / Client Solutions role
- Strong understanding of CRM tools, marketing automation platforms, and campaign management
- Excellent communication and presentation skills for conducting demos and reviews
- Strong stakeholder management capabilities
- Analytical mindset with comfort in reporting and deriving insights from campaign or adoption data
- Ability to work across teams and manage multiple projects simultaneously
- Hands-on experience with tools like Excel, PowerPoint, and dashboards

Preferred:

- Prior experience in PropTech, SaaS, or enterprise onboarding environments
- Exposure to Salesforce, Freshworks, or similar platforms
- Familiarity with data visualization tools (e.g., Looker Studio, Power BI)

📌 Customer Success Manager (Gurugram)
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