Customer Success Manager

Customer Success Manager | Kolkata, India

Key Words

  • Create User Story | Wireframe | Prototype | Feature List | SRS | BRD | DFD flow diagrams as per requirement

Responsibilities:

  • Capturing the customer requirement and Work closely with the engineering team to explain the requirements with required documents. Example – user story, DFD, Mock-up, Sequence Diagram etc.
  • Responsible to prepare User Stories, Data Flow, Business Requirement Document (BRD), Functional Requirement Specification (FRS) and Used cases.
  • Ensuring that the company’s product & features can deliver on the customer’s requirements.
  • PSM/ Business Analyst replying to customers following requests for information and proposal requests.
  • Producing detailed costing for customers and ensuring the contract is profitable.
  • Communicate with team heads regarding common challenges, roadblocks and other issues that interrupt their workflow
  • Create detailed plans for execution and implementation of new processes, including budgetary guidelines and key personnel
  • Construct workflow charts and diagrams; studying system capabilities; writing specifications
  • Define project requirements by identifying project milestones, phases and elements.
  • Monitor project progress and perform daily, weekly and monthly reviews and analyses of current processes using operational metrics and reports

Experience

  • Ability to impact operations and effect change without being confrontational
  • Detail oriented, analytical, and inquisitive
  • Ability to work independently and with others
  • Extremely organized with strong time-management skills
  • Excellent communication skills and ability to explain complex issues

Skills

  • Any database experience strongly preferred.
  • Ability to build large complex reports by using macros, calculations, etc.
  • Ability to take abstract business workflows and translate them into technical workflow/process documentation for SaaS automation
  • Ability to communicate with engineering team on various aspects of a highly technical product

Desired Skills & Expertise

  • Functional Attributes
    • Advanced MS Office skills
    • Project Management
    • Interpersonal Communication skills

Qualifications:

  • Bachelor’s Degree in appropriate field of study or equivalent work experience

Reporting:

  • This role reports to Sr. Director – Engineering
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