Customer Success Executive

2 weeks ago

Chennai Tamil Nadu, India Apna Full time

**About the Team**

The Enterprise business unit at Apna owns revenue, sales and customer retention at Apna. The team

comprises 3 sub-units - Sales, marketing, and Revenue Operations, which includes Customer

Success Management. The sales team is divided based on industry expertise while the customer

support team and marketing teams are horizontal. The team plays a pivotal role in job marketplace

strategic guidance to growth and the product team to build new solutions.

**About the Role**

We are looking for a Customer Success Manager to provide support, nurture relationships and

expand business for 400-500 Tier 5 enterprises to promote these orgs higher Tiers. A CSM would be

assigned 150-300 orgs depending upon the workload. Tier 5 orgs are enterprises that currently

behave like an SMB w.r.t purchase pattern, ticket sizes, engagement from sales team and are likely

to have a client connect at junior to mid-management level.

About Career growth within the team, a CSM would gradually move up the ladder and start managing

Tier 1 - Tier 4 clients and would eventually work directly w/ Pod leads/CSM head in big accounts

management.

**Responsibilities**
- Ensure reactive and periodic recruiter level connect to keep pulse of the account
- Extensive telephonic outreach to recruiters/admins as per outreach SOP (when to

call? Whom to call? How to resolve the client’s issues and grow Apna’s business?.
- Understand the reason for low consumption/NPS and mitigate the issues either by

self or via Priority support team (Subject matter specialist)
- Maintain tight documentation and close loops on red flags and periodically share

“Voice of Customers”
- Own Net revenue Retention (NRR) for respective orgs
- Focusing on existing accounts with a client centric retention strategy - identify the

right product for a role x city x # hires requirement, pitch a right product to maximize

value for money
- Identify the need for training and creating timely tickets for product webinars, share

tutorial videos on WA Identify & analyze the clients requirements & propose customized solutions for talent

acquisition / branding needs.
- Support large sales by ENT Pod lead
- Periodically highlight big upsell/cross-sell opportunities to Pod leads - to be done via

finding right decision makers in the org.
- For selective clients, perform sales analysis, usage review and planning vis-a-vis

product analysis on a monthly basis - find usage patterns, discovery of hiring

patterns, share of other digital platforms (naukri, WorkIndia, Shine, Monster etc.)
- Manage complex sales situations & acquire clients based on - value based selling.
- Closely monitoring of competitor activities and assisting in planning counter strategies

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