Customer Success Manager

1 month ago

Delhi, Delhi, India Practo Full time

Job Title: Customer Success Manager

Job Summary:

We are seeking a highly skilled Customer Success Manager to join our team at Practo. As a Customer Success Manager, you will be responsible for building and maintaining strong relationships with our corporate clients, driving growth and revenue through upselling and cross-selling, and ensuring customer satisfaction.

Key Responsibilities:

  • Manage the entire account management cycle of existing corporate clients, from invoicing to renewal.
  • Work closely with clients to understand their business requirements and develop account roadmaps to drive renewals and lifetime value.
  • Conduct information sessions, email campaigns, and SMS campaigns with corporate HRs to ensure they get maximum ROI out of the Practo Plus product.
  • Share weekly and monthly reports on various insights and trends to keep the HR engaged.
  • Conduct demos on new products with HR Leadership teams, CXOs, and HRBPs to explain the product offering in detail and address queries.
  • Understand the needs of the HR and leadership teams and assist them accordingly.
  • Coordinate with internal teams on various product requests, clarifications, and keep the client informed on the progress.
  • Ensure all support tickets are closed on time along with insights on kind of incoming tickets/requests.
  • Communicate discounts on health check-ups/OPDs/vaccination drives from time to time to drive activation via campaigns.
  • Conduct periodic follow-ups on the hunting pipeline to ensure continuous engagement and communicate regular updates (product updates, business updates, newsletters, and relevant press releases) to the client.
  • Understand the decision-making process, organisation structure, evaluation criteria, and timelines to get more insights.
  • Document no-sale reasons of up-sell products and internally communicate the same with full clarity for business and product teams to understand.
  • Program manage the due diligence process, infosec requirements, and other formalities if required.
  • Track weekly, monthly, and quarterly performance and account management metrics.

Key Qualifications:

  • Customer Success/Key Account Management individuals with 7+ years of experience in leading success and services organization in a Insurance, Insurance Broking, HealthTech, InsureTech, Healthcare & Wellness Industry.
  • Experience of Managing 3Cr+ INR worth portfolio of Customers across different segments and geographies.
  • Strong technical and innovation aptitude is a must.
  • Strong background in technology and/or business transformation consulting is a strong plus.
  • Proven track record of scaling operations to 10x by introducing scalable process, optimizations and automation.
  • Ability to identify growth opportunities and effectively execute upsell and cross-sell plans.
  • Demonstrated success in building and growing high performing teams in new geos.
  • Excellent executive communication, negotiation and presentation skills.
  • Ability to manage crisis and stay calm under pressure while helping the team to navigate crisis with ease.

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