Senior CSM

Senior CSM - Customer Success
Join us as a SeniorCSM - in our Customer Success Team at Kolkata office to get the opportunity to do the best work of your career and make a profound impact in our journey of enabling retail in India.
What Youll Achieve
We are seeking an experienced and dynamic Customer Account Manager to lead a team within a specific zone and customer segment as per allocation. The candidate will be responsible for driving customer satisfaction, ensuring process efficiency, driving Customer issues to resolution, and fostering growth through upselling and cross-selling opportunities. This role requires a hands-on approach, strong leadership skills, and a commercial mindset to lead by example and deliver business objectives effectively.
You Will
Customer Relationships & Retention:

• Client Relationship Management: Develop and maintain strong relationships with enterprise clients to ensure their satisfaction and success.
• Account Management: Manage a portfolio of enterprise accounts, ensuring customer satisfaction, retention, and growth.
• Identify opportunities to upsell or cross-sell based on customer needs and usage patterns. Work closely with the sales team to facilitate these opportunities.
• Coordinate and conduct weekly meetings with client Points of Contact to discuss ongoing issues, updates, and to maintain open lines of communication.
• Demonstrating the value of software to clients/Customers, ensuring they fully realize the potential and benefits of our services.
• Maintain accurate and timely documentation of implementation timelines, project plans, dependencies on each team and next steps for both internal and external partners.
• Tracking client metrics, product usage, and other key performance indicators (KPIs) to measure client satisfaction and success.
• Successful archival of knowledge and dissemination of it across business functions.
  

Team Development And Process Development

• 
  Create, refine, and implement scalable processes to enhance efficiency, improve customer experiences, and increase customer retention.
• Conduct regular performance reviews and provide coaching to ensure team members meet personal and professional growth objectives.
• Foster a culture of collaboration, innovation, and continuous improvement within the Customer Success team.
  

Leadership Skills

• Lead, mentor, and develop a high-performing Customer Success team
• Define and implement the customer success strategy to drive customer satisfaction, retention, and expansion.
• Develop and optimize customer lifecycle strategies, from onboarding through to advocacy, to ensure customers derive maximum value from our products/services.
• Align the customer success function with overall business goals, driving initiatives that impact revenue growth, customer satisfaction, and profitability.
  

Data Analytics

• Develop and maintain detailed reporting and analytics on customer health, success metrics, and retention trends.
• Use data-driven insights to make informed decisions about customer success strategies and to measure the effectiveness of various initiatives.
• Create and deliver regular reports to executive leadership, highlighting key successes, challenges, and areas for improvement.
  

Take this first step towards your dream career and an insane learning path.
Every Ginesys team member brings something unique to the table. Heres what we are looking for with this role:
Essential Requirements

• Bachelors degree in Business, Marketing, Communications, or a related field (Masters preferred).
• 8+ years of experience in customer success, customer support, or account management, with at least 4 years in team management.
• Proven track record of leading and growing a customer success team at a fast-paced, customer-focused company.
• In-depth knowledge of customer success metrics, frameworks, and best practices.

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Get Hired
• Strong understanding of customer lifecycle management and journey mapping.
• Ability to drive customer advocacy and develop customer reference programs.
• High emotional intelligence with a customer-centric mindset and a passion for solving customer challenges.
• Hands-on experience with ERP implementation is a must.
  

Desirable Requirements

• Experience with SaaS, subscription-based models, or technology products ( Desirable).
• Sporty and actively involved in physical activities is a plus.
  

Benefits
We like to think that talent grows at Ginesys and stays at Ginesys. To ensure this, we provide our employees with the best working environment, the latest technology and continuous support. We go out of our way to retain the small business feeling with which we started and stimulate innovation and collaboration through teamwork and our non-hierarchical approach. We offer competitive salary, and other fantastic perks and benefits, such as:

• Ginesys Academy for holistic training and development
• Comprehensive health insurance coverage
• Excellent rewards and recognition policy
• Transparent compensation policy with no unnecessary deduction in CTC
• Annual company off-site and a variety of events, celebrations throughout the year
• Travelling opportunities between our offices across the country.
• Annual Ginesys walkathon & related sporting events
• Quarterly Coffee with CEO and more!
  

Heres our story; now tell us yours:
Ginesys One is Indias best omniretail suite backed by Ginesys, the first integrated Retail specific ERP software for online retail, offline retail and distribution. It is the largest Indian company in the retail tech industry catering to both online and offline needs. 1200 + brands including (Manyavar, V-Mart, Skechers) are accelerating their businesses with Ginesys. With a team of 400+ employees, Ginesys One plans to revolutionise retail by being a single-stop cloud-based retail suite.
We have a pan India presence with offices in major cities including Gurgaon, Kolkata, Bangalore, Hyderabad, Mumbai, Coimbatore & Goa and are expanding rapidly. We love the challenges of retail and are busy solving them to create a great retail tech suite.
Ginesys core mission is to continue to build world-class internal service capabilities, in a bid to deliver outstanding external service value to customers. We are an ISO-certified and SOC compliant company having won myriad awards for our innovation and support. For further information, please visit our website http://ginesys.in