Job Description

Knowmax is the leading provider of customer experience knowledge management solutions globally that help solve customer problems. We help unicorns & Fortune 500 clients globally to help revolutionise the way CX knowledge is created, curated and consumed. We are a fast-paced tech startup that relentlessly innovates daily to make solving customer problems easier and accessible to our client's employees and agents. We're profitable, bootstrapped, and run a lean team across functions. Knowmax has been able to demonstrate value to dozens of Billion $ companies across geographies.

Knowmax is seeking a passionate and results-driven Customer Success Manager to join our team. You will be pivotal in nurturing client relationships, ensuring their success with our solutions, and driving long-term growth. By aligning our services with customer needs, you’ll help deliver exceptional value and foster deep, lasting partnerships."

Core Responsibilities

• Get involved in the entire customer lifecycle from on-boarding through the duration of their subscription period.
• Provide product training to enable the customers to realize the potential.
• Identify product usage gaps and provide actionable solutions to the customers.
• Build value-based relationships with customers and create champions.
• Identify opportunities of upselling and cross-selling along with the Account Managers.
• Identify appropriate business use cases where it can be deployed.
• Establish deployment goals and desired success outcomes and then develop a plan to carry them out successfully.
• Communicate and brain-storm with the product team on customer feedback and help refine product roadmap.
• Work with the marketing team to execute customer surveys, case studies, etc.
• Identify and process success milestones for the customers.
• Optimize existing processes within the company and actively enhance all Customer Success initiatives.
• Drive customer advocacy through reviews, testimonials, customer meetups; and creating a center of excellence within the customer's organisation.

Requirements

• Has 3-4 years years of work experience in a high-touch Customer Success role (preferably in a B2B SaaS or Tech Product based company).
• A highly organized & responsive person who can multi-task with efficiency.
• Showcases exemplary written and verbal communication skills to work along with Global Customers.
• Has worked directly with International Enterprise Customers.
• Has an exceptional ability to communicate and foster positive business relationships.
• Demonstrates a deep understanding of customers concerns and thoughts regarding the use of products.
• Managed customers across different segments in the past and knows how to manage them differently.
• Having any prior basic technical experience is like an icing on the cake.
• Exhibits a true passion for customers and for Customer Success.