Customer Success Associate

3 weeks ago

Bengaluru India shopflo Full time

Job Description About Shopflo At Shopflo, we're trying to change the way consumers experience brands and businesses. Our first product was a cart and checkout platform for e-commerce, that allowed marketers to personalise discounts, rewards, and payments. We are currently also working on a new product that takes it a notch higher by unlocking enterprise-grade personalization for all consumer tech businesses. Team & Role Shopflo was started by three co-founders: Ankit (ex-IIT Kharagpur, Oracle, Gupshup), Ishan (ex-IIT Bombay, Parthenon, Elevation Capital), and Priy (ex-IIT Madras, McKinsey, Elevation Capital). We are a team of 50 people now (with team members joining from Livspace, Gupshup, Setu, etc.). We are located in HSR Layout, Bengaluru. We have closed our first seed round at $2.6M with Tiger Global, TQ and Better. And we're just getting started As a Customer Success Associate, you'll drive growth and build strong relationships by managing and maximizing key client accounts for long-term success. What you will do Account Strategy: - Develop and execute comprehensive account plans, including goals, objectives, and strategies with the customer - Conduct regular business reviews with key stakeholders to assess performance and identify areas for improvement - Collaborate with internal teams to ensure seamless delivery of products and services - Forecast and track key account metrics, including revenue, & customer satisfaction Relationship Building: - Develop deep relationships with key stakeholders at our top accounts - Proactively engage with customers to understand their business needs and challenges - Build trust and credibility through consistent communication and follow-through Revenue Generation: - Identify and pursue upselling and cross-selling opportunities within existing accounts - Negotiate contracts and pricing to maximize revenue, profitability and generate LTV Customer Success: - Drive customer success by guiding clients through their journey from Go Live Activation Adoption Growth Advocacy Retention - Proactively monitor customer health and address any issues promptly - Work with the Support & Solutions team to deliver exceptional customer experience - Advocate for customer needs within the organization. Market Intelligence: - Stay up-to-date on industry trends, competitor activities, and customer needs - Leverage market insights to identify new opportunities and refine account strategies You should apply if you have - Must have 2-4 years of hands-on experience in Key Account Management, ideally in a B2B SaaS environment. - Proficiency in CRM tools, project management, and data analysis to drive client success and account growth. - Strong problem-solving, strategy building and negotiation skills to address client challenges and deliver win-win outcomes. - Passion for building long-term customer relationships and delivering exceptional experiences.

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