What are the responsibilities and job description for the Lead - Customer Success position at Zenoti?
What's the opportunity?
Customer Success Manager (CSM) is ultimately responsible for ensuring the success of the portfolio of Zenoti’s customers. The CSM will bring Zenoti’s best ideas, innovations, and capabilities to their portfolio of customers and match these to the customers’ business goals, driving greater business value and executive alignment between Zenoti and the Customer.
What will I be doing ?
- Maintain customer relationships by providing exceptional service and ensuring we deliver value through our services.
- Serve as primary escalation contact for high priority support cases, including overall triage management
- Ensure the adherence to SLAs, and Key Metrics according to Organization expectations and objectives
- Coordinate with internal teams as needed to meet customer needs & requirements while managing customer expectations
- Be proud of what you work on, obsess about the quality of the work you produce.
What skills do I need?
- A passion for customer success and laser focus on providing customer value.
- Strong accounts portfolio management and prioritization.
- Excellent Written and Verbal Communication Skills
- Strong logical, analytical and problem-solving skills
- Strong Understanding of business & technology
- Strong Negotiation & Consultative Abilities
- Ability to understand, articulate and manage customer expectations
- Ability to interact with multiple global customers
- Open to travel to customer locations on short notice, when required.
- Experience dealing with large, complex accounts building relationships at C- Level.
- Experience in working with remote teams effectively.
- Ability to work in a fast paced, ever changing, start-up environment
- Knowledge of how enterprise implementations, professional services, support processes work – will be a definite plus.
- 4 years of overall experience in dealing with customers.
- A 4year degree in engineering or equivalent
- PMP is an added advantage
Benefits
- Best in industry salary and equity in the company
- Comprehensive medical coverage for yourself and your immediate family
- An environment where wellbeing is high on priority – access to regular yoga, meditation, breathwork, nutrition counseling, stress management, inclusion of family for most benefit awareness building sessions
- Unlimited vacation
- Opportunities to be a part of a community and give back: Social activities are part of our culture; You can look forward to regular engagement, social work, community give-back initiatives"
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