Customer Success Officer

Customer Success Officer is responsible for managing the customer portfolio. He/She will be responsible for maintaining the account plan to understand where at risk customers exist. He/She will be the point of contact for assigned customers’ accounts.

Job Title: Customer Success Officer

Designation: Customer Success Officer

Reports to: Account Manager

Location: Jhamsikhel, Lalitpur 44600, Nepal

Shift: Standard (09:00 AM to 06:00 PM) from Monday to Friday

Position Overview:  

Customer Success Officer is responsible for managing the customer portfolio. He/She will be responsible for maintaining the account plan to understand where at risk customers exist. He/She will be the point of contact for assigned customers’ accounts.

Roles and Responsibilities
  1. Proactively manage customer portfolio to ensure product adoption
  2. Understand the various server uses cases across on-prem, public cloud, and cloud-native as well as the ecosystem of integrations and services that our customers use, and work with the customer to ensure success.
  3. Build and execute on account plans to understand where at-risk customers exist, where customers can expand use cases, and develop strategies to execute against these account plans.
  4. Identify opportunities within the customer’s environment to extend our product adoption and upsell where possible by understanding their projects and key business and technical objectives.
  5. Serve as the central point of contact for your assigned customer accounts.
  6. Build strong, personal, relationships with customers as a trusted advisor.
  7. Manage and monitor usage to determine the health of a customer.
  8. Support consumers in understanding their bills based on their business goals and budget
  9. Maintain a high level of technical and business acumen, professionalism, and trust across multiple customers at one time.
  10. Communicate with customers and internal teams to provide feedback on current usage and potential roadblocks.
  11. Help the Internal team with any issues related to the existing customer’s account
  12. Collaborate with internal engineering and product management teams to develop innovative solutions to customer requirements.
  13. Document all customer engagements within the customer success platform(Includes NDA, Onboarding, Opportunity, and Contract).
  14. Maintain current technical knowledge of Genese products, Cloud, Cloud Native, Data-center infrastructure and other emerging technologies.
  15. Maintain certifications as required.
  16. Review customer feedback, investigate possible issues, and work with different parties to resolve them

Skills and Qualifications

  • Task Related and Certifications
    • Bachelor’s Degree in Management/ IT , or a related field
    • 1 year of experience is preferred
  • Competencies and Soft Skills
    • Excellent research skills
    • Ability to quickly learn new concepts and tools
    • Ability to work independently and as part of a diverse team
    • Self-motivated, proactive & execution-oriented 
    • Strong command in Nepali and English language both written and speaking
    • Outstanding communication, leadership, and problem-solving skills
    • Excellent organizational and time management skills
    • A good understanding of Google’s workspace is a plus
What We Offer
  • Work in a multinational company operating in the Cloud & ICT domain,  based out of the UK and operating in Australia, India, Nepal, Pakistan, and Bangladesh
  • Best in class open, progressive, professional, and  equal opportunity work environment
  • Closely knit and supportive team members and a culture where your contributions, opinions, and diversity is welcome, respected, & encouraged 
  • Exposure to multi-disciplinary skill areas (including team management & leadership)  in a vibrant start-up ecosystem with deep work involving world-class leaders like Amazon, Microsoft, Google, Alibaba, DigitalOcean, and Facebook 
  • Opportunity to travel regionally (as part of assignment/ training and development or delivery ) in Nepal, India, Pakistan, Bangladesh, or Srilanka
How to apply?

Suitable candidates meeting the above criteria are requested to send their CV and cover letter to careers@genese.com.np

Only shortlisted candidates will be invited for the further selection process. You are requested to clearly mention the position you are applying for in the subject of the email.

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