Exceptional Customer Experience Manager

1 week ago

Gurgaon, Haryana, India beBeeSolution Full time US$ 1,00,000 - US$ 1,30,000

Delivering Exceptional Customer Experiences


This is a challenging opportunity for a business professional to drive customer retention and expansion by managing a book of business, ensuring successful project delivery, prospecting for new cross-sell & upsell opportunities, and creating innovative solutions. The ideal candidate will collaborate with technical owners and subject matter experts, ensuring alignment between customer needs and business goals.


Key Responsibilities:
  • Build and nurture relationships with key stakeholders, including champions and economic buyers.
  • Monitor account-level margins to ensure profitability. Liaise with revenue operations teams on invoicing, revenue recognition, financial forecasting.
  • Ensure deliverables are aligned with customer success metrics through mutual success plans.
  • Secure renewal agreements and identify cross-sell and upsell opportunities.

Prospecting and Solution Architecture for Cross-Sell:
  • Map customer organizations to uncover new personas and decision-makers.
  • Perform discovery calls to prospects for new use cases and solutions.
  • Develop tailored solutions suited for customers' use cases.
  • Develop reusable case studies and impactful sales materials (solution briefs, presentations).
  • Conduct market research to strategically align solutions with customer pain points and industry trends.

Delivery and Collaboration:
  • Act as the customer's voice within Elucidata, ensuring all teams are aligned to deliver exceptional customer experiences.
  • Collaborate with technical owners and subject matter experts to ensure smooth and agile project execution.
  • Set up an account pod structure for each customer, incorporating members from various functions such as technical owners, engineering, product, AI/ML, and more.
  • Pull in relevant teams as necessary to ensure comprehensive solutions are delivered to the customer.
  • Conduct regular project reviews to maintain quality.

Key Metrics:
  • Net Revenue Retention (NRR): Includes renewal, upsell, and cross-sell dollars.
  • Utilization percentage (hours, credits)
  • Account health indicators (business reviews, mutual success plans, NPS)
  • Discovery calls for new use cases (cross-sell)
  • Customer advocacy (testimonials, references, case studies & collaterals building)

Required Skills:
  • Education: Undergraduate degree in bioinformatics, life sciences, or a related field (MBA preferred).
  • Experience: 5+ years in customer-facing roles, with a focus on business development, customer success, or solution selling (bioinformatics/life sciences preferred).
  • Technical skills: Strong understanding of bioinformatics platforms; experience in cloud/software/ML is a plus.
  • Customer relationship management: Proven ability to manage client relationships, uncover opportunities for cross-sell/upsell, and ensure solutions align with business objectives.
  • Communication & collaboration: Excellent problem-solving skills and ability to work across teams.
  • Tools: Proficiency in Salesforce, LinkedIn Sales Navigator, and project management tools.

Benefits:
  • Competitive compensation including ESOPs.
  • Unlimited vacation and holiday time off.
  • Hybrid work environment. Three days in office is a must for this role.
  • The opportunity to be part of a dynamic team in a growing company.

We are proud to be an equal-opportunity workplace and an affirmative-action employer. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, caste, citizenship, marital status, disability, gender identity, or veteran status.

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