Customer Success Manager (India)

Customer Success Manager (India)

Nanonets has a vision to help computers see the world, starting with reading and understanding documents. Machine Learning (ML) is no longer a futuristic concept—it's a present-day powerhouse transforming the business landscape. Nanonets is at the forefront of this transformation, offering innovative ML solutions designed to make document-related processes faster than ever before. From automating data extraction to enhancing reconciliation, our solutions are designed to revolutionize workflows, optimize operations, and unlock untapped potential for our clients. 

Our client footprint spans across brands such as Toyota, Boston Scientific, Bill.com, and Entergy, to name a few, enabling businesses across various industries to unlock the potential of their visual and textual data.

We recently announced a Series B round of $29 million in funding by Accel and are backed by existing investors including Elevation Capital and YCombinator. This infusion of capital underscores our commitment to driving innovation and expanding our reach in delivering cutting-edge AI solutions to businesses worldwide.

Read about the release here: 

https://www.forbes.com/sites/davidprosser/2024/03/12/why-enterprises-are-learning-to-love-nanonets-automation/?sh=6d79ec8f3ca1 

https://techcrunch.com/2024/03/12/nanonets-funding-accel-india/amp/

A Customer Success Manager at Nanonets guides customers through the entire journey, from initial implementation to advanced use cases. They act as a beacon in supporting customers' long-term success and maximizing the impact of their Nanonets investment. By leveraging your expertise, you’ll partner with customers to overcome challenges, unlock early and sustained outcomes, and drive value realization through proactive engagement and best practices.

What will you do ?

TLDR - Manage Customer Expectations, Be Customers voice for internal stakeholders Your Primary KPI - Net Revenue Retention - (What is NRR ? https://www.smartkarrot.com/resources/blog/net-revenue-retention/)

• Engage with customers immediately after contract closure and technical integration is completed.
• Be the strategic partner for the customer on all things Nanonets and automation. You will be their first point of contact for process improvement or automation needs.
• Understand customer requirements and clearly communicate them to the technical team.
• Identify and highlight any deviations from customer requirements to both the customer and internal teams.
• Write Product Requirement Documents (PRDs) for internal teams to work on.
• Ensure essential hygiene requirements (data availability, final output format, etc.) are met for activation.
• Be the Single Point of Contact (SPOC) for all daily/weekly communications with the customers.
• Plan with internal stakeholders and communicate clear timelines via Gantt charts, Excel documents, or presentations.
• Maintain and prioritize the backlog and enhancement requests across multiple customers.
• Ensure comprehensive end-to-end testing of workflows and outputs before releasing to the customer.

Need to Have:

• 3+ years of stakeholder management experience (Sales, Consulting, Account Management).
• Excellent verbal and written communication skills.
• Strong conflict management and resolution skills.

Good to Have:

• Ability to manage and nurture relationships with diverse stakeholders.
• Proven track record of leading and delivering successful projects.
• Exceptional verbal and written communication skills, with the ability to engage both technical and non-technical audiences.
• Ability to influence and empower teams and customers, even without direct authority.