Client Success Manager

Job Responsibility

Management of the post-sales relationship of a portfolio of customer accounts to foster long-term business partnerships.

Communicate telephonically with US-based clients.

Present and gather approvals on the hypothesis for A / B testing and website improvement recommendations based on qualitative insights and quantitative data done by in-house business analyst.

Work with customers to establish critical goals, plan the entire account strategy or quarterly campaign launch / initiation plan & help customers in achieving their goals.

Coordinate with cross-functional teams like product & engineering, development etc to ensure project or campaigns are launched in a timely manner.

Understand customer pain points and help drive escalations by coordinating between Product Management, Support groups and other cross teams.

Present A / B test results to determine the impact on conversion and ROI.

Increase customer satisfaction by understanding business needs and accurately matching our solutions and offerings to these needs

Act as an escalation point to drive problem resolutions in a timely and proactive manner.

Proactively spot and correct any issues that could affect customer satisfaction or retention.

Monitor customer health to track usage and customer satisfaction.

Delivery of periodic (monthly / quarterly) Business Reviews with customers especially at the C-level and their stake holders.

To review and analyse key metrics to demonstrate progress and provide recommendations.

In concert with the Sales teams, forecast retention, renewal, and status for assigned accounts.

Empathise with every aspect of the customer experience, putting customers needs first

Work with customers to maximize customer value realization by ensuring a productive partnership that meets service level agreements

Key Requirements :

Prior experience in international Customer success, Professional Services, consulting or equivalent history of increasing customer satisfaction, adoption and retention

Understanding of e-commerce business, Strategic Marketing & Online Marketing / Campaign Management is strongly desired.

Digital marketing experience that demonstrates your in-depth understanding of Online Brand Development, Data Analytics, Campaign Management and customer and email acquisition will be added benefit

Experience working in a multi-cultural global organization

Strong structural work methods, multitasking and time management skills

Excellent interpersonal skills and the confidence to be an honest advocate, willing to push back when needed for the best interest of the business and the customer

Excellent verbal and written communication skills

Good presentation skills

Proven ability to collaborate and build strong relationships with customers especially at the C-level. Proven experience in managing project implementations.

Shift timings - 3 pm to 12 am