Senior Customer Success & Implementation Manager

Key Responsibilities:

Project Implementation & Business Analysis:

- Lead and oversee the end-to-end project implementation lifecycle for new and existing clients.

- Finalize Business Requirement Documents (BRD) and obtain necessary approvals/sign-offs.

- Develop and execute implementation plans, ensuring alignment with client objectives.

- Map customer processes (flow charts, SOPs) and align them with GoComet's solutions.

- Conduct gap analysis and provide recommendations to enhance operational efficiency.

Customer Success & Relationship Management:

- Serve as the primary point of contact for customers, ensuring seamless onboarding and adoption.

- Foster strong relationships with C-level executives (CXOs, COOs) and key stakeholders.

- Work proactively to identify challenges and provide solutions to optimize customer experience.

- Monitor customer health scores, ensuring product utilization and satisfaction.

Project Documentation & Reporting:

- Maintain detailed project documentation, ensuring clarity and compliance.

- Provide weekly/monthly project status updates to internal teams and clients.

- Track key project metrics, ensuring timely execution and quality delivery.

Process Optimization & Internal Collaboration:

- Identify areas of process improvement and implement best practices.

- Work cross-functionally with product, sales, and tech teams to drive innovation.

- Contribute internal process improvement initiatives and team knowledge sharing.

Key Performing Index:

- Customer onboarding & activation TAT

- Project implementation success rate

- BRD completion & approval timelines

- Customer engagement & product adoption rates

- CSAT (Customer Satisfaction) score

- Process improvement contributions