Customer Success Manager

1 week ago

Noida, Uttar Pradesh, India Bestal Hr Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Key Job Description:

  • 2-4 years experience in a customer-facing, technical roles in either SaaS, Ecommerce, or Marketing automation technology
  • Manage a portfolio of existing accounts by maintaining engagement and utilizing value-based account management techniques for retention and growth.
  • Lead the onboarding process for new clients and work on any new implementation requirements
  • Conduct regular business review meetings (weekly/monthly/quarterly, as needed) with C-level executives to incorporate account performance metrics, industry insights, best practices for customers, and identification of areas for improvement and growth opportunities.
  • Serve as the initial point of contact for escalated technical issues, ensuring swift resolution by liaising with appropriate teams.
  • Have a knack for comprehensive understanding of the platform to effectively communicate its features to users at all levels within client organizations.
  • Act as a trusted advisor to clients, ensuring they derive maximum value from AfterShip's services.
  • Collaborate cross-functionally with global teams across various time zones to address bottlenecks and ensure customer success.
  • Share best practices and new product features with customers while providing feedback to the product team.
  • Assume responsibility for meeting dollar retention and expansion KPIs.

Requirements

  • 2-4 years of experience in customer-facing roles in sales/business development / account management / customer success, with a proven track record of consistently delivering great results.
  • Strong interpersonal skills and professional demeanor, capable of articulating technical solutions in simple terms.You have strong customer-facing written and verbal communications skills and radiate enthusiasm, poise, confidence, and professionalism
  • Ability to understand and explain technical solutions to client (experience with the following is a plus: eCommerce platforms, order management systems, inventory management, WMS, TMS, supply chain, logistics)
  • You can successfully deliver multiple projects simultaneously with meticulous attention to detail
  • Youre comfortable in a growth-paced environment that requires strong time management and prioritization skills
  • You have executive level interpersonal, project management, communication, and problem-solving skills
  • You have prior experience with business reports, preferably in the form of QBRs
  • Comfortable in a fast-paced environment requiring strong time management and prioritization skills.
  • Customer-focused, quick learner and a team player; thinks big but acts small; demands high standards.
  • Outstanding written and verbal communication skills for effective presentations.

Regards

Ishani

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