Customer Success Executive

1 week ago

Jaipur, Rajasthan, India Taggbox Full time

Given our business model, where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability.

We will not be successful unless our customers are receiving massive value from our service. As such, we need a executive to own driving success for our customers.

This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).


Required Experience/Skills:

  • Must be comfortable in working in
    US Shift timings (6pm 4:30 am).
  • Experience in leading customerfacing organizations
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Ideally combined background of postsale and sales experience
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and processoriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Relevant Bachelor's degree; preference for computer science or related degrees

Responsibilities:

-
Drive Customer Success Outcomes

  • Increase renewal rates and reduce churn
  • Expand our revenue in accounts through crosssell and upsell
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through greater advocacy and referenceability
  • Understand customer outcomes by communicating with customers, analyse customer health metrics, run NPS and gather other feedback via Intercom
  • Represent the voice of the customer to provide input into every core product, marketing and sales process
  • Collaborate closely with team members support renewals and expansion opportunities
  • Serve as the primary contact for the on boarding of new customers, the training of platform end users, as well as post golive support
  • Collaborate with the engineering and development team to set up or configure our software platform as per customers' requirements and troubleshoot technical issues raised by customers
  • Gauge customers' levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
  • Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
  • Being the main point of contact between the company and a number of named enterprise accounts
-
Define and Optimize Customer Lifecycle

  • Map customer journey
  • Develop listening points in journey (e.g., usage, satisfaction, etc.)
  • Standardize interventions for each point in journey
  • Define segmentation of customer base and varying strategies
  • Identify opportunities for continuous improvement
  • Learn from best practices in industry
-
Manage Customer Success Activities

  • On boarding
  • Training
  • Professional Services
  • Customer Support
  • Customer Success Management
  • Renewals
  • Crosssell / Upsell/ Outbound
  • Advocacy
-
Enhance Effectiveness and Efficiency Through Technology

  • Support systems
  • Customer marketing software
  • Reference and advocacy solutions
  • Customer Success Management
platform
-
Inspire Customer Success Across Company

  • Create companywide culture of Customer Success
  • Align with Marketing around marketing to existing clients
  • Align with Product around driving product roadmap
  • Align with Sales around crosssell and upsell and focus on selling with a retention focus
  • Align with Executive Team around key metrics and objectives
  • Drive companywide definition of ideal customer
  • Create companywide customer feedback loop

Job Type:
Full Time

Job Location:
Jaipur

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