Taggbox.com - Customer Success Manager

4 weeks ago

Jaipur, India TagBox Full time

Position Overview:.

- 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 senior 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 (6:30 pm - 4:30 am).

- Proven work experience required 2 to 4 years (Saas and IT Product based company).

- Ability to manage influence through persuasion, negotiation, and consensus building.

- Strong empathy for customers AND passion for revenue and growth.

- Deep understanding of value drivers in recurring revenue business models.

- Analytical and process-oriented mind-set.

- Demonstrated desire for continuous learning and improvement.

- 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 cross-sell and up-sell.

- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores.

- Drive new business growth through greater advocacy and reference-ability.

- Understand customer outcomes by communicating with customers, analyze 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 go-live 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.

- Cross-sell / Up-sell/ 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 company-wide culture of Customer Success.

- Align with Marketing around marketing to existing clients.

- Align with Product around driving product roadmap.

- Align with Sales around cross-sell and up-sell and focus on selling with a retention focus.

- Align with Executive Team around key metrics and objectives.

- Drive company-wide definition of ideal customer.

- Create company-wide customer feedback loop.

(ref:iimjobs.com)

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