Fortive
Fortive
Fortive एक वैश्विक औद्योगिक प्रौद्योगिकी कंपनी है, जो स्वास्थ्य सेवा, औद्योगिक संचालन, लॉजिस्टिक्स और सटीक अनुप्रयोगों के लिए समाधान विकसित करती है। इसका पोर्टफोलियो संगठनों को जटिल तकनीकी चुनौतियों का समाधान करने, परिचालन संबंधी समझ में सुधार लाने और अधिक सुरक्षित एवं कुशलता से काम करने में सहायता करने के लिए तैयार किया गया है। लगभग 18,000 कर्मचारियों के साथ, Fortive व्यावहारिक नवाचार, निरंतर सुधार और जिम्मेदार दीर्घकालिक प्रभाव पर केंद्रित विशेषज्ञ व्यवसायों को एक साथ लाती है।

Customer Success Manager - Bengaluru Hybrid

Manage a scaled SaaS customer portfolio for ServiceChannel, helping facilities-management customers increase adoption, retention, and business value. Deliver digital success programs, monitor account health, and partner across teams to support customer outcomes.

विवरण

  • Manage a portfolio of approximately 70 smaller customers
  • Increase adoption, retention, and customer value through individual and group engagement
  • Deliver digital campaigns, webinars, office hours, in-app guidance, and tailored success programs
  • Recommend ServiceChannel methods, processes, and configurations that support customer goals
  • Conduct onboarding support, adoption reviews, health assessments, and renewal-readiness outreach
  • Track customer health indicators and product usage to identify churn risks and expansion opportunities
  • Assess at-risk accounts and escalate issues when appropriate
  • Lead digital check-ins and business reviews with scorecards and data-based recommendations
  • Handle inbound requests and prioritize or escalate critical concerns
  • Analyze customer data to identify trends and anomalies and explain its business relevance
  • Gather and share actionable customer feedback to inform product improvements
  • Communicate customer configuration, usage, satisfaction, and churn-risk updates internally
  • Represent the customer perspective while supporting ServiceChannel values and initiatives
  • Work with teams across the US, EMEA, and APAC
  • Meet goals related to adoption, retention, engagement, and portfolio health
  • Keep current technical knowledge of ServiceChannel products and services
  • Partner with US Customer Success Managers, Support, Product, and other cross-functional teams
  • Report to the India Development Center team lead, with a dotted-line reporting relationship to US Customer Success leadership

आवश्यकताएँ

  • Bachelor’s degree
  • At least two years of experience in customer success, customer support, account management, or a related client-facing position
  • Excellent written and spoken English, including clear, neutral-accent communication for live conversations with US customers
  • Practical experience using a SaaS or CMMS platform
  • Systems-oriented, practical approach to resolving complex customer issues
  • Ability to learn and retain working knowledge of SaaS products and services
  • Strong analytical ability, including interpreting customer data, applying basic statistical summaries, creating useful visualizations, identifying trends and anomalies, and communicating findings clearly
  • Effective project and time management skills, with the ability to multitask and prioritize across a large account portfolio
  • Ability to plan, manage, and deliver remote presentations for internal and external audiences, including senior leaders
  • High attention to detail and consistent documentation practices
  • Commitment to building customer relationships, providing excellent service, and handling conflict empathetically
  • Self-motivated and dependable, with confidence working independently across time zones
  • Willingness to adapt and respond to feedback
  • Collaborative approach to teamwork
  • Ability to pass a Product Knowledge and Assessment after onboarding
  • Proficiency with Microsoft Outlook, Word, PowerPoint, and Excel
  • Preferred: background in scaled, digital, or tech-touch customer success managing a high-volume portfolio
  • Preferred: familiarity with Gainsight, Salesforce, Zendesk, or Pendo
  • Preferred: experience supporting US or international customers from an offshore or global delivery center
  • Preferred: experience in facilities management, procurement, or finance
  • Preferred: experience with or knowledge of ServiceChannel

लाभ

  • Competitive compensation and benefits package
  • Opportunities for professional and personal development
  • Hybrid work arrangement
  • Monday-to-Friday schedule without weekend work
  • Professional development resources for employee growth
  • Reliable high-speed internet and a quiet, professional home working environment are supported or required

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