Customer Success Manager

1 month ago

Bengaluru, India Apna Full time
About the Team

The Enterprise business unit at Apna is responsible for driving revenue, sales, and customer retention. It is composed of three sub-units - Sales, Marketing, and Revenue Operations, which includes Customer Success Management. While the sales team is segmented by industry expertise, the customer support and marketing teams are organized horizontally. This cohesive team plays a vital role in maintaining the overall health of the job marketplace. By closely collaborating with brands, our team helps Apna marketplace foster a strong network effect. This network effect enhances candidate retention and attracts a larger pool of highly qualified individuals. Furthermore, working with new clients and handling substantial projects allows our team to offer strategic guidance for growth. It also enables our product team to devise innovative solutions that cater to the evolving needs of the marketplace.

About the Role

We are looking for a Customer Success Manager to provide support, nurture relationships and expand business with key accounts.

Requirements

Responsibilities

  • Own Net Revenue Retention (NRR) for respective orgs
    • Drive usage by building meaningful connections with clients, utilizing root cause analysis to identify gaps in the hiring funnel, and providing valuable insights to the product team.
    • Focus on existing accounts with a client-centric retention strategy, identifying the perfect hiring requirements across multiple products and pitching the right product for maximum value.
    • Customize training modules for existing clients while maintaining strong relationships.
    • Identify and analyze clients' requirements, proposing tailored solutions for talent acquisition and branding needs.
    • Engage with senior management in client organizations and present Apna's products and services.
  • Upsell Apna's online solutions to Corporate clients - Jobs, DB, banners, new products
    • 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.
  • Following the complete sales cycle and ensuring payment collection.
  • Closely monitoring of competitor activities and assisting in planning counter strategies.

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