Senior Customer Engagement Manager

About the Company : VMock is a Career Acceleration Platform which is powered by Artificial Intelligence. Our aim is to empower students and professionals along the various phases of their career journey across the globe. Our fast-paced culture is a great fit for anyone looking to make a mark through their work to create impact globally while working with high caliber team members.

Our Mission :

Accelerate every student and professional’s career journey to maximize their success.

Our Vision :

Offer SMART Career Acceleration Platform that acts like a personal coach to every job seeker along their career journey, globally.

Our Tenets :

Innovate - Innovation is at the heart of all our work at VMock. We deal with science fiction on a daily basis, and our vision is no less than something from Star Trek

Collaborate - Our ‘ecosystem’ mindset is focused on providing a seamless experience to our customers.

Delight - Each of us, here, is an army of one, contributing to our company’s vision. We are constantly engaged to deliver something ‘extra’ to our clients.

The Role

We are looking for a success driven Manager who will focus on establishing and maintaining positive client relationships from an operational and strategic perspective. The incumbent will utilize client relationship management skills to maintain and renew existing contracts, as well as to obtain additional revenue within the assigned account workload. Take ownership of customer’s operational needs and steward throughout the organization as required.

What to expect from the Role-

Own post-sales account management and communication for key accounts across the globe

Liaise with University and / or Non-University partners to build strong partnership, gather / understand their requirements and own all aspects of client satisfaction, with a focus on ensuring product success

Work closely with product teams and business disciplines as a bridge and drive the customization of VMock's offerings as per client requirements

Forecast and track key account metrics (NPS, CSAT, CES, Growth, Account Health, etc.) to derive insights and build a “success plan” with appropriately identified objectives, milestones and metrics needed to achieve them

Give product demos, explain value proposition, and manage client expectations

Develop technical domain expertise and formulate strategies to drive user engagement

Play a key role in Revenue and Retention by managing the assigned accounts and Revenue Generation by identifying cross sell / up sell opportunities and closing deals

Continuously seek opportunities to increase customer satisfaction and deepen client relationships, revenue, profitability, and loyalty. Drive product adoption and ensure product success

Responsible for data analysis, proper maintenance of records and preparing key reports and presentations for client deliverables and senior management

Stakeholder and Client management, with a focus on relationship building. Provide on-going support for advanced or escalated questions / issues / problems

Requirements-

Demonstrated ability to thrive in a fast-paced environment while maintaining a calm demeanour under pressure or when unexpected issues arise

Strong interest in learning and crafting technology products and solutions

Prior experience in international geographies preferably US or Europe.

Excellent communication and presentation skills to formulate & articulate technical, financial and value points

Strong technical skills and capabilities to understand business applications, analytics, and platform technologies

Candidates having a bent of technology with sales mindset preferred

Ability to independently develop expertise in new emerging technologies

Data-driven with exceptional analytical and problem solving skills

Willing to work in full capacity in evening shift (1pm-10pm) and should be flexible with timings as per business requirements

Qualification and Background-

Master’s degree from a top tier institute / university

6+ years’ experience in customer success / client success / key account management, preferably clients utilizing business software, particularly in a web-based, SaaS environment

Additional Benefits -

Best in class Tools of trade

Medical Insurance - Employee & Immediate Family Members

Fast Pace Environment to foster growth