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o Strong written and verbal communication, listening and interpersonal skills
o Fluency in English (written and spoken)
o Proven customer relationship and stakeholder management skills
o Strong analytical and problem-solving skills with exceptional attention to detail
o Minimum 3 years of experience in Customer Success, Account Management, SaaS Support, Consulting or a
similar customer-facing role
o Strong organizational and time-management abilities, with the ability to manage multiple customers, priorities
and follow-ups
o Ability to proactively identify customer risks, opportunities and areas for improvement
o Strong presentation and business communication skills
o Commercial awareness and ability to identify and pursue revenue opportunities
o Experience working with SLAs, operational processes, service reviews and customer governance
o Proficiency in using computer applications, including the Microsoft Office Suite
o Experience with SaaS products, particularly enterprise SaaS solutions
o Experience with HCM solutions, especially those integrated with SAP SuccessFactors
o Experience managing enterprise customers and senior customer stakeholders
o Familiarity with SAP SuccessFactors and related enterprise application ecosystems
o Understanding of SaaS product adoption, customer health metrics and usage analytics
o Experience working with Product, Engineering, Implementation and Support teams
o Experience identifying and managing Change Requests, enhancements or professional-services opportunities
o Familiarity with APIs and enterprise integration environments
o Experience with CRM, customer success or case-management platforms
o Experience conducting QBRs/EBRs or similar customer governance forums
Key Success Measures:
o Customer satisfaction, retention and overall customer health
o Product and feature adoption, including improvement in underutilized capabilities
o Successful enablement and adoption of relevant new product features
o SLA adherence and service-performance trends
o Execution and adherence to agreed customer SOPs and governance activities
o Completion of periodic system health checks and proactive customer communication
o Reduction in recurring customer issues and proactive identification of risks
o Number and value of qualified paid CR opportunities identified
o CR conversion and closure rate and revenue generated from customer-led opportunities
o Quality and timeliness of customer success plans, reviews and reporting
Originally posted on Himalayas
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এই চাকরির জন্য বিজ্ঞাপনদাতা ব্যক্তি/প্রতিষ্ঠান আপনার কাছ থেকে কোন অর্থ চাইলে কিংবা নিয়োগ প্রক্রিয়া চলাকালীন কোন প্রকার হয়রানিমূলক (শারীরিক/মানসিক) আচরণ করলে অতিসত্বর আমাদেরকে জানান অথবা জবটি রিপোর্ট করুন। চাকরি পাওয়ার জন্য কোন ব্যক্তি/প্রতিষ্ঠানকে অর্থ প্রদান করবেন না। চাকরিকালীন কোন প্রকার হয়রানির (শারীরিক/মানসিক) সম্ভাবনা থাকলে সেখানে জয়েন করবেন না। কোন প্রকার অর্থ লেনদেন বা নিয়োগদাতা কর্তৃক হয়রানির দায়িত্ব Chakrie বহন করবে না।
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