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ConvertCart
Convertcart - Customer Success Manager (4-7 yrs)
ConvertCart
posted 6d ago
Flexible timing
Key skills for the job
Job Responsibility:
- Management of the post-sales relationship of a customer account portfolio to foster long-term business partnerships.
- Could you communicate telephonically with US-based clients?.
- Present and gather approvals on hypotheses for A/B testing and website improvement recommendations based on qualitative insights and quantitative data done by in-house business analysts.
- 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 stakeholders.
- 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 productive partnerships that meet 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 an 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.
Functional Areas: Other
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