Customer Success Manager / Key Account Manager

Job Description

If you are someone who picks up customer calls anytime anywhere. Be a partner to your key accounts in their good, bad and ugly times. Juggle between various teams to get stuff done.

Customer satisfaction is your top priority. Doing the difficult job of saying no to customer requests while fully aligned with splicing their key problem requires product and domain knowledge as well as conviction. Empathy and understanding that any issue hampering operations needs to be resolved on time. You don’t mind stepping into the support team’s shoes and helping the customer if need be. Good account managers run business, great ones build further, we expect you to get new logos through customer references. Good writing skills as documenting MoM is important. Conducting MBR / QBR’s is a vital part of the role, mind of a project manager and heart of customer relations. Frequent travelling / customer onsite visits is our bloodline. Opportunity to be a part of some of the largest F&B events globally. When you do all of the above, upsell and cross sell become a part of the play for our as well as our customer’s growth. You will be a jack of all trades, so that customer can reach out to you for anything and everything. Therefore constant learning and good product knowledge is imperative.

Responsibilities

• Build relationships with senior stakeholders and manage account planning
• Identify and prioritize accounts based on outstanding issues, growth opportunity, strategic value and renewal timeframe
• Advise clients on the most effective ways to use the products
• Ensure high customer satisfaction scores(NPS), manage customer health status and adherence to tickets SLAs
• Through collaboration with Product / Tech teams, provide consulting services for a specific set of customers and maximize their ROI.Increase renewal rates and reduce churn
• Identify and build up-selling and cross-selling opportunities within your existing accounts and, taking EBR’s on an annual basis
• Work collaboratively with various internal teams / individuals for the best interest of the customer (engineering, sales, etc.)

Requirements

Benefits