QDC Expert - Customer Success Manager

Responsibilities

• Be the single point of contact for all your customers from the time they sign the contract.
• Establish a trusted relationship with them and help them succeed with QDC through product adoption and delivering value promised.
• Understand the customers goals, org structure, key challenges, and define their success.
• Work with sales and on-boarding team to plan and execute a seamless customer on-boarding process, ensuring a smooth go live.
• Identify customer insights and pain points and help shape the product roadmap by providing active feedback to the product team.
• Proactively identifying and prioritizing resources and effort according to perceived risk, potential growth, strategic value and renewal timeframe, making sure subscriptions are renewed timely.
• Monitor at-risk customer behavior and carry out activities to retain them.
• Own churn and expansion for all your accounts.
• Identify opportunities for portfolio growth and contact customers for upsells.
• Work towards turning customers into advocates of QDC.
• Collaborate with the Marketing team to build customer case studies, testimonials, and referrals.

What you can expect in the next 12 months

Within 1 month

• You should have acquired good knowledge of the laundry domain, QDC product and process that we follow.
• You should have spent a day at the laundry store to get live hands on experience.
• Have a one-one chat with every member of the Quick Dry Cleaning team so you get to know everyone well and understand each other.
• Start owning the renewal process with the help of peers.

Within 3 months

• You should be able to manage the portfolio assigned with some dependencies on your peers.
• Should start working towards the identification of possible opportunities in terms of expansion of the accounts.
• Participate in conversations regarding process refining.
• Should be able to independently handle complex sets of queries related to the product.
• Track and hit key implementation milestones.

Within 6 months

• You should be able to independently manage the portfolio assigned.
• Should be able to define the expansion targets for your portfolios.
• Should be able to add value to the overall process alignment owning some initiatives.
• Provide feedback to Marketing, Sales, Support, Success and Engineering teams to further improve product.

Within 12 months

• Participate in interviewing and hiring, as a way to influence team growth and show QDC values and drive our culture.
• Deliver and present metrics related to success and show improvements.