A Senior Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

From distributors to retailers, salesmen to leaders, all stakeholders are connected digitally through an integrated platform which simplifies how sales are planned, processed and predicted, and distribution is discovered, developed and deployed. Headquartered in Gurugram, India, and with clients in 10 countries in Asia and Africa, FieldAssist is a 'Proud Partner to Great Brands,' delivering ready insights and powering GTM strategies for 550+ CPG brands including Godrej Consumers, Saro Africa, Danone, Haldiram's, Eureka Forbes, Bisleri, Nilon's, Borosil, Adani Wilmar, Philips, Ching's and Mamaearth among others.

FieldAssist is certified by Great Place to Work® for having created a great place to work for all its employees by excelling on the 5 dimensions of High-Trust, High-Performance Culture™ – Credibility, Respect, Fairness, Pride and Camaraderie.

Stakeholder Management: Document stakeholder interests within x weeks. Quality Assurance: Establish and enforce quality standards. Project Closure: Evaluate project performance and prepare a report.

Create ROI for customer contract renewals and growth.

Collaborate on contract drafting for renewals. Team Management: Oversee CSM team, managing their annual increment cycle, hiring & retention. Conduct monthly/ bi-monthly performance reviews.

Ensure highest level of customer advocacy and satisfaction from product and operational support preventing churn





Demonstrate industry expertise and consultation for top stakeholders- identify problem statements and help in qualifiaction of upsell/cross sell opportunities identified by CSMs

Internal cross functional collaboration for new product/module GTMconceptualization, VOC, feedbacks, marketing initiatives among others

Hire, train, retain talent for their team while following company wide L&D; practices

Relationship management aspect- top stakeholders; Cross sell or upsell: lead conversion (Platinum accounts); Team Management aspect: CSM reports to this position, responsible for Annual increment cycle of operations team and CSMs

Divir Tiwari is the Co-founder and CEO, a graduate from Indian Institute of Technology, Dhanbad who loves to interact and apprehend concerns which have a potential to be resolved with current-age technology. Driven to solve the most critical challenge of the CPG industry- mapping and monitoring field sales staff. Today, under his fine leadership, FieldAssist powers go-to-market strategies of over 600 CPG brands with tens of products and uncountable innovations in its portfolio.

Chitransh Jain is the Chief Customer Officer at FieldAssist. He is an IIT graduate who first started his journey with Tata Consulting Engineers and became a part of the FA Family in 2017. He drives exceptional customer experience and firmly believes that customers play an important role in enhancing the quality of the product. He is ably supported by his team members who help the customers get the maximum output from the product thus leading to their business growth

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📌 Customer Management Operations | Senior Manager (Bengaluru)
🏢 Flick2Know Technologies
📍 Bengaluru