Customer Success Manager

3 months ago

New Delhi, 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 health as brands help Apna marketplace maintain network effect i.e. improve candidate retention and attract more candidates. At the same time, larger mandates from new clients helps provide 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

● 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

○ Customization of the training modules for the existing clients by maintaining

good relationships.

○ Identify & analyze the clients requirements & propose customized solutions for

talent acquisition / branding needs.

○ Interaction with senior management in the client organizations & present Apna's

products & services.

● Upsell Apna's online solutions 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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