Customer Success Executive
17 hours ago
Location
Delhi
**About ZFW Dark Stores**
ZFW’s** **technology** **platform enables** 30 Min, 2 Hour, & Same Day Deliveries for E-commerce brands like **Epigamia**, **Unilever**, **Fabbox**, **NOTO** through our network of dark stores across India. ** Our tech-stack integrates seamlessly with a brand’s existing tools/platforms to provide complete visibility into **supply-chain ops & customers**:significantly** improving customer loyalty, fulfillment times, & costs.**
We're looking for a** passionate Customer Success Executive** to work directly with our CEO, Customer Success Manager, Head of Partnerships, & team. As a Customer Success Executive, you'll help** launch & grow some of the most visible partnerships with new ZFW customers (well known E-Commerce & D2C brands).** You’ll partner with new customers from onboarding to proactively ensuring their success **while working cross-functionally to drive ZFW revenue** & deliver on critical objectives.
**What you will do**:
Take handover of new accounts from Partnerships or Customer Success to ensure successful launch and growth of the brand.
Demonstrate value of ZFW platform to new customers & be their point-of-contact (POC) to help identify best practices, achieve business goals and metrics.
Help build Customer Success playbook to drive efficiency in brand’s lifecycle (from Partnerships Handoff through to Advocacy and Successful Renewals).
Influence customer lifetime value through higher product adoption, customer satisfaction, and overall CSAT scores. Analyze customer data to improve end-user experience.
Help guide Product Roadmap by working cross-functionally to ensure that Brand Requirements & Product Feedback are being captured.
Help Partnerships team grow revenue pipeline for subsequent quarters by closing Expansion Opportunities and Renewals (up-selling & cross-selling)
Help troubleshoot, escalate, and ensure quick resolution
- when brands face issues. Identify ‘at risk’ customers & leverage response strategies to mitigate churn.
Lead customer marketing efforts by working with brands to produce testimonials and case studies.
Be an ambassador for ZFW Dark Stores, both internally & externally.
**Qualifications**
3-6 years of relevant Sales/BD, Key Account Management, or Customer Success experience.
Strong communication (written + verbal), objection handling, & persuasion skills.
Ability to think strategically, plan meticulously, & execute methodically.
Experience working with customers on metrics like CSAT, NPS, LTV, Net Revenue Retention (Upselling), Adoption, Churn, Customer References.
Ability to prioritize & manage multiple projects at once.
Intellectual curiosity & love of learning with a strong desire to work in a fast-paced, entrepreneurial environment.
A people person with integrity & no ego.
**Bonus points if you have**:
Prior customer-facing (customer success, account management, consulting) experience in **B2B E-commerce/MarTech/Supply Chain/Logistics tech companies**
**What you will get**
Competitive Compensation that includes base salary & ESOPs
Generous WFH policy
Be part of a small tight-knit team passionate about empowering consumer brands in the delivery + quick commerce era
Unlimited fun & learning
Meals onsite
Annual company retreat
Bring your dog to work (when COVID-19's a thing of the past)
**How to apply**
Also, tell us why you're the right fit for this role (a short paragraph will do).
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