Customer Experience Champion

About the role

Be a champion of customer success and drive initiatives to continually improve the experience for our customers.

In this role, you will be responsible for managing customer happiness, ensuring SLA's are adhered to on a day-to-day basis with a high level of customer focus.

The team is responsible for managing customer relationships by regular interactions, complete ownership of account management and revenue management from a portfolio of assigned clients, and ability to meet/exceed financial and unit sales goals.

- Drive a better customer experience through everything that we do here at SMS Magic by maintaining relationships with customers by regular interactions.

- Have complete ownership of account management and revenue management from a portfolio of assigned clients and ability to meet/exceed financial and unit sales goals.

- Measure and analyze existing accounts for opportunities to improve the customer experience, and working on the account growth strategy for clients, i. retain client's quarter on quarter and strategize to grow revenue by Influencing client strategy by cross-selling and up-selling new market opportunities, products, etc.

- Take ownership and getting things done in the stipulated time, Track and resolve key client issues in a proactive manner and manage expectations internally and externally.

- Provide inputs to the product/marketing on innovative ideas to increase brand recall and sales.

- Handling all commercial activities for clients working with operations and finance teams.

Thrive Together - be a team player.

- Work closely with cross-functional teams to ensure an exceptional customer experience

- Maintains professional and technical knowledge by organizing training & on-boarding sessions for clients.

- Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth in-turn reduce churn.

- Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Engineering.

- Work with customers to ensure they are leveraging Product solutions effectively and finding value in our services and Preparing documents around best practices, and building case studies

- Monitoring and communicating campaign progress through regular activity reports, using this knowledge as a basis for future campaigns

- Teaming with partners to build pipelines and close deals

About the Role: Customer Success Manager

The ideal candidate will have a flexible skill set, including the ability to think strategically, execute tactically, and collaborate across many teams, levels, and situations. They will have minimum 3-6 years hands-on prior work experience with SaaS sales, Salesforce or other CRM experience preferred with successfully delivering results in a fast-paced and dynamic business environment. They will be able to bring clarity to complex customer problems and study data of their customers & suggest customer success strategies. Additionally, they will be extremely customer centric and have analytical approach to problem solving and a track record of driving results through continuous improvement.

About Working at SMS Magic:

We are committed to inclusiveness, fairness, and accessibility. We offer competitive compensation package where you'll be rewarded based on your performance and recognized for the value you bring to our business. We also offer freedom and flexibility to handle your role in a way that's right for you, gain exposure to a dynamic and growing global business environment, exposure to innovative and cutting-edge technology and tools, scope to showcase one's analytical capabilities and make high impact contributions to Business teams

About SMS Magic:

Founded over 10 years, we've become a trusted messaging leader for businesses around the world. We work with global customers across many industries including contact centers, financial services, higher education, retail, staffing, wellness and more. Our commitment to every customer is to deliver the most advanced, simple-to-use messaging platform available, so you can focus on the personal touch that sets you apart from your competition