About the job:

The Customer Success Manager role is responsible for implementing customer success strategies to drive customer onboarding, product adoption, customer satisfaction and long-term customer retention. The role will collaborate with cross-functional teams in the BUs, including project management and technical sale specialists and across center-led sales and marketing to deliver exceptional customer engagement to understand customer needs, craft customer success plans, guide customers in the adoption of products or services, and contribute to high levels of customer satisfaction and product usage with the goal of increasing customer lifetime value and reducing churn.

Responsibilities:

• Customer Relationship Management: Oversee the identification of customer requirements and pain points to address them by directing them to relevant internal stakeholders (BUs, sales, product teams etc.) or enabling the team to liaise internally to address the query. Build trust with customers by demonstrating expertise, reliability, and a genuine commitment to their success. Conduct regular check-ins and meetings with key customers to understand their business objectives, challenges, and requirements. Ensure the clear communication of scope of services, timelines, and deliverables to ensure alignment between ADC and the customer in collaboration with sales and BU teams. Anticipate potential issues or challenges that customers may encounter and provide proactive support and guidance to mitigate them. Recognize and celebrate key milestones, achievements, and successes with customers to reinforce positive relationships and build loyalty.
• Customer Feedback Management: Guide the implementation of various methods for gathering feedback from customers, such as surveys, interviews, customer advisory boards, and feedback forms. Lead the active solicitation of feedback at different touchpoints throughout the customer journey, including onboarding, usage, and renewal stages. Use customer feedback and data analysis to identify areas where ADC’s products, services, or processes can be improved. Collaborate closely with product management and development teams to translate customer feedback and insights into actionable product enhancements and new feature ideas
• Customer Risk Management: Regularly monitor account health, identify risk of churn, and work proactively to eliminate those risks. Stay vigilant for signs of potential crises, such as sudden drops in customer satisfaction scores, increased support tickets, or negative feedback from key accounts. Monitor customer sentiment and engagement metrics to identify any emerging issues or trends that could escalate into crises. Identify and escalate critical issues or roadblocks that require urgent attention from senior leadership or specialized teams within the organization.
• Renewal and Upsell: Identify renewal and upsell opportunities; work with sales and marketing teams to ensure growth attainment and increased footprint within the customer account.
• Customer Education: Conduct comprehensive onboarding sessions to familiarize new customers with the features, functionalities, and best practices related to the company's products or services. Develop and curate educational resources such as user guides, tutorials, videos, and knowledge base articles to help customers learn how to use the product effectively. Organize and facilitate webinars, workshops, and online training sessions to provide in-depth insights into specific product features, use cases, and industry trends. Educate customers about the benefits and value proposition of the company's products or services, emphasizing how they can address specific pain points and achieve their desired outcomes.

Education and Experience:

• Education: Bachelor's or Master's degree in business administration with a specialization in marketing.
• Experience: At least 10 years of experience in customer management, retention and engagement through the customer lifecycle in a progressive leadership capacity with 3-5 years of experience in directly leading teams that manage key customer relationships, customer escalations, renewals and drive customer advocacy.