Customer Success and Implementation Manager

The Customer Success Manager (CSIM) plays a pivotal role in driving customer success by overseeing project implementation, business analysis, and strategic execution. The role requires managing the end-to-end implementation of GoComet’s solutions, from requirement gathering to execution, ensuring customer satisfaction and long-term retention. The CSM will act as a bridge between clients, internal teams, and stakeholders, ensuring smooth project rollout, process mapping, and continuous product
adoption.

Key Responsible Area:
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.
Gocomet
· Track key project metrics, ensuring timely execution and quality delivery.
Process Optimization & Internal Collaboration
· Identify areas of process improvement and implement best practices.
Gocomet· Work cross-functionally with product, sales, and tech teams to drive innovation.
· Contribute to internal process improvement initiatives and team knowledge sharing.
Key Performance 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

Requirements
Must-Have Skills & Qualifications
· 2+ years of experience in customer success, business analysis, or project management.
· Strong understanding of project implementation methodologies and process mapping.
· Experience in preparing and finalizing BRDs, project documentation, and implementation plans.
· Proficiency in MS Excel, project management tools (JIRA, Asana, Trello, etc.).
· Excellent communication, problem-solving, and stakeholder management skills.
· Ability to analyse data, derive insights, and present findings to clients and internal teams.
· Strong emotional intelligence, adaptability, and a customer-centric mindset.
Bonus Points
· Knowledge of the logistics and supply chain industry.
· Experience in business process automation and digital transformation projects.
· Familiarity with CRM tools (Salesforce, HubSpot, Zoho, etc.)

Job Type: Full-time

Work Location: In person