Account Manager
1 week ago
About Zarthi is not mentioned here:
Our goal is to be a true partner to every business, delivering solutions that address real challenges and accelerate growth.
We offer two core solutions:
- Expert personnel are integrated with streamlined processes and cutting-edge technology across multiple practices in our pay-as-you-use model.
- We have supported over 100 customers across various industries, facilitating access to providers with combined $50M+ in Annual Recurring Revenue (ARR).
Transparency, trust, and accountability are foundational to our ethos.
Skilled professionals are invited to join us and expand the team, taking on real business challenges, working with cutting-edge technologies, and growing in a fast-paced environment.
About the Job Role:
Key Responsibilities:
Monitor and Analyze KPIs: Track and analyze customer sentiment, engagement scores, and service request completion SLAs. Use data-driven insights to drive customer success strategies.
Customer Health Monitoring: Regularly monitor customer health and provide actionable insights based on KPIs to prevent churn, identify risks, and capitalize on opportunities for expansion.
Business Reviews & Check-ins: Conduct regular business reviews and check-in meetings with customers to assess performance, review KPIs, understand customer needs, and align our solutions with their goals.
Proactive Customer Engagement: Drive proactive customer engagement by ensuring timely responses to requests, managing project timelines, and facilitating necessary product or service updates.
Continuous Improvement: Identify trends from sentiment analytics and engagement data to suggest product improvements, processes, or personalized customer strategies that drive a positive customer experience.
Cross-Functional Collaboration: Work closely with Product, Support, and Sales teams to align customer feedback and performance data with ongoing product development, feature enhancements, and support processes.
Customer Education & Empowerment: Deliver regular training and resources to customers based on their needs and product usage data to ensure they are maximizing the value of the product.
Escalation & Issue Resolution: Identify and address customer issues in a timely and effective manner, working with relevant teams to resolve critical customer concerns and ensuring an optimal experience.
Customer Retention & Growth: Focus on driving customer retention, satisfaction, and growth by fostering strong relationships, ensuring customers are realizing value, and identifying opportunities for upsell or cross-sell.
Reporting & Documentation: Maintain accurate records of customer interactions, performance metrics, and follow-ups in the CRM system. Regularly report on KPI trends, account health, and customer feedback to internal stakeholders.
Requirements:
Required skills include excellent analytical and problem-solving skills, strong communication and interpersonal skills, and the ability to work effectively in a fast-paced environment.
Benefits:
Competitive salary and comprehensive benefits package offered.
Others:
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