Customer Success Management Digital Touch Manager

About the role

The objective of the position is to develop a scalable digital customer success program, an in-house early warning system and leverage early indicators and system-driven alerts to address customer needs for proactive adoption and attrition reduction. This role will also analyze and identify trends to drive efficiencies and improvements for digital-led engagements.

What you'll do

• Design and implement a data-driven approach to customer success, utilizing customer health metrics and product usage to proactively address customer needs and mitigate…
• Design and utilize an Early Warning System to detect accounts which may have software usage or adoption risks leading to attrition or churn
• Design and sequence digital interactions across the customer journey that drive improved product adoption and value realization
• Build the processes and analyses for outcome-focused digital engagements that have measurable and verifiable customer outcomes
• Develop automation of the end-to-end customer journey to easily identify the accounts at risk and take actions

What you need

• 5–9 yrs of experience
• Customer success
• CRM
• Communication
• B.Tech or B.E. or B.Sc or BCA