Customer Success Manager

Job not on LinkedIn

🔥 12 hours ago

🇮🇳 India – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

👻 Ghost score 10%

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Fortive

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2016

🏥 Healthcare

🏭 Manufacturing

📦 Logistics

💰 Post-IPO Equity on 2020-03

Healthcare • Manufacturing • Logistics

Fortive is a global industrial technology company that specializes in delivering advanced healthcare solutions, intelligent operating solutions, and precision technologies. With a team of 18,000 employees, Fortive works on solving tough technical challenges, empowering safer, smarter, and more efficient industrial operations. The company emphasizes sustainability, integrity, and continuous improvement, striving for a future that's stronger, safer, and smarter. Fortive has been recognized as one of America's Most Responsible Companies, demonstrating its commitment to positive social and environmental impact.

📋 Description

• Own a portfolio of roughly 70 smaller customers, driving adoption, retention, and value through one-to-one and one-to-many engagement • Run digital campaigns, group webinars, office hours, in-app guidance, and curated success plays • Recommend ServiceChannel methodologies, processes, and configurations aligned with customer objectives • Execute onboarding assists, adoption checkpoints, health reviews, and renewal-readiness outreach • Monitor customer health signals and product usage to identify churn risk and expansion opportunities • Triage at-risk accounts and escalate when needed • Lead digital check-ins and business reviews, delivering scorecard results and data-informed recommendations • Respond to inbound requests and escalate critical issues • Review customer data to identify trends and anomalies and communicate improvement recommendations • Collect and communicate actionable customer feedback for product improvements • Provide internal communications on customer configuration, usage, satisfaction, and churn risk • Act as a client advocate • Collaborate with teams across the US, EMEA, and APAC on customer success strategies • Achieve objectives tied to adoption, retention, engagement, and portfolio health • Learn and maintain technical knowledge of ServiceChannel offerings • Collaborate with US Customer Success Managers, Support, Product, and other cross-functional partners • Report to the local IDC team lead with a dotted-line relationship to US-based Customer Success leadership

🎯 Requirements

• Bachelor's degree • Two or more years in customer success, customer support, account management, or a related client-facing role • Excellent written and verbal English, with clear, neutral-accent spoken communication suited to live conversations with US customers • Hands-on experience with a SaaS or CMMS platform • Functional, systems-minded approach to solving complex customer problems • Ability to learn and maintain working knowledge of SaaS offerings • Strong analytical skills, including reading customer data, applying simple statistical summaries, building meaningful visualizations, spotting trends and anomalies, and communicating them clearly • Solid project and time management, with ability to multitask and prioritize across a large book of accounts • Comfort scheduling, managing, and running remote presentations with internal and external stakeholders, including senior leaders • Strong attention to detail and disciplined documentation • Passion for building customer relationships, delivering great service, and resolving conflict with empathy • Self-directed and reliable, comfortable working autonomously and collaborating across time zones • Adaptive and responsive to feedback • Collaborative team player who supports peers through cross-training, shared best practices, and remote communication • Must be able to pass a Product Knowledge and Assessment at completion of onboarding • Proficient in Microsoft Outlook, Word, PowerPoint, and Excel • Preferred: experience within a scaled, digital, or tech-touch customer success model • Preferred: familiarity with Gainsight, Salesforce, Zendesk, or Pendo • Preferred: prior experience supporting US or global customers from an offshore or global delivery center • Preferred: facilities management or procurement and finance experience • Preferred: experience with or familiarity with ServiceChannel

🏖️ Benefits

• Competitive compensation and benefits package • Strong opportunities for professional and personal growth • Remote work arrangement • Monday through Friday schedule with no weekend work

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