Senior Customer Success Manager

Capillary Technologies is a global SaaS company that provides solutions to help businesses delight their customers.Capillary offers an intelligent loyalty and customer engagement platform that enables brands to delight customers across their purchase journey during acquisition, analysis, insights, and activations. We partner with leading brands across industries to create personalized customer experiences, drive loyalty, and boost revenue. With offices in 30+ countries and clients in 100+ countries, we offer a truly global experience. For more information visit our website

JOB DESCRIPTION

• Relationship Development: building and cultivating existing relationships with customers, keep driving strategic value and continue building perception of Capillary as a strategic partner across all customer touch points
• Project Management : Initiate and prioritize key projects, track business development and drive them to closure.
• Drive Adoption : Work with internal and brand stakeholders to drive key product adoption in markets.
• Custodian of Contractual KPIs for overall program : Keep track of all the contractual KPIs (Ops, Business, Platform).
• Conflict Resolution :Engage cross functionally (with Product and Tech) to bring in enhancements that are show stoppers.
• Engage customer stakeholders : Cadences and Reviews and help drive charters at program level

EXPERTISE AND QUALIFICATIONS

• Previous Account Management / CSM experience 7+ years of work experience
• Has worked in a cross functional environment especially engaged with Tech / Product
• Strong in Business Analytics
• Ability to manage client expectations
• Ability to put together a strong plan and drive it to execution .
• Proven ability to meet deadlines and identify and resolve problems. Can make sense of ambiguous business problems and map it to offerings at Capillary.
• Help identify opportunities of upsell/ cross sell

Disclaimer : It has been brought to our attention that there have recently been instances of fraudulent job offers, purporting to be from Capillary Technologies. The individuals or organizations sending these false employment offers may pose as a Capillary Technologies recruiter or representative and request personal information, purchasing of equipment or funds to further the recruitment process or offer paid training. Be advised that Capillary Technologies does not extend unsolicited employment offers. Furthermore, Capillary Technologies does not charge prospective employees with fees or make requests for funding as a part of the recruitment process. We commit to an inclusive recruitment process and equality of opportunity for all our job applicants