Customer Success Manager

4 weeks ago

Yelahanka, India Bik.ai Full time

At BIK, we are wanting to scale up to meet our exponential growth in # of Brands. - Currently, have a small team of 3 CSMs - These eCommerce Brands come from across geographies like India, UK, US, UAE, Singapore & more. - We are looking to add our 4th CSM to handle a diverse set of clients. - BIK is doubling the # of brands every quarter, and hence our teams & your career growth opportunities. - The only thing that we want in our CSMs are Grit, Determination & perseverance to enable every customer till they feel good about our platform Your Success Star Metric: NPS PS : BIK has an NPS of 57, if you feel you can take it up, let’s chat? :) What you will do - Delivering excellent onboarding experience. - We believe in Love at 1st sight. Making onboarding an experience for which Brands fall in love with us :) - Doing whatever it takes to increase BIK’s revenue contribution to the brand - We have brands where BIK contributes > 50% of their revenues, we would ideally want all the accounts that you own pushes to this number :) - Be the torch bearer for our Product Team : We love & expect our CSMs to guide our product roadmap. Leading our tech > Business weekly sync would be a cherry on cake with all the insights that you gather through the week. The sync happens directly with the CTO so you get ample opportunity to flaunt your product skills ; ). - Be a piggy back to the marketing team : Work alongside our marketing team to highlight customer success stories, boosting BIK's market presence and brand awareness. - Proactive Customer Management : Identify and address potential challenges to customer adoption early, implementing proactive strategies to foster stronger alignment. - Efficiently troubleshoot and resolve technical issues, partnering with product and engineering teams to continuously improve our offerings. Who are you ? - Experience and Expertise : 2-5 years of account management experience within the SaaS sector. - A deep understanding of the marketing landscape, particularly in digital marketing strategies, customer journey mapping, and personalization tactics. - Demonstrated success in utilizing data and insights to drive business direction and customer engagement strategies. - A highly motivated, entrepreneurial spirit with the drive to excel in a dynamic, high-growth environment. - Superior problem-solving abilities and exceptional communication skills. About company: Vision: BIK helps e-commerce companies in India to generate more revenue. We work with big e-commerce players in India like Livspace, Fireboltt, Tata Brands, Forum mall. We have two products BIK and Manifest.Ai. Our vision is to be the market leaders in the marketing automation category across the world. Scale: We process more than a billion events across these brands on an yearly basis which is increasing rapidly MOM. Fuel: Monetizing the product from early days we have a solid business model and our revenue numbers are growing at a healthy pace. Apart from this we are funded by top investors in the world like Sequoia capital and Ycombinator. People: We have a culture which gives you a lot of challenges to solve and at the same time get high rewards.

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