Sulekha - Manager - Customer Success (2-8 yrs)

About Pro-Manage

Pro-Manage is a pioneering tech- and AI-based Marketing-as-a-Service platform developed toserve multi-location enterprise clients increase, manage and measure digital engagement
opportunities with prospects and customers, leveraging several valuable business and technology partnerships with global leaders such as Google GMB/Chat, Microsoft Bing, Meta ,WhatsApp/Instagram, Knowlarity Cloud telephony and others.

Pro-Manage is a powerful and sophisticated marketing SaaS platform that has attracted highly regarded brands as its clients: Indian Oil, Shriram Finance, Apollo Pharmacy, Naturals, Sterling Resorts, Muthoot Finance, Aadhaar Housing Finance, Shriram Transport Finance, City Union Bank, O2 Spa, Page 3 Salons, Urban Nomads, CADD Centre and more. Pro-Manage is developed using advanced technologies, design thinking, continuous discovery, agile development and product management methodologies. The cross-functional Pro-Manage team uses integrated customer-centric product-led marketing and growth paradigms designed to attract and retain targeted customers, maximizing life-time value and minimizing customer acquisition efforts and costs.

Pro-Manage is developed and offered by Sulekha, one of India's largest digital business and consumer brands that has transformed local services ecosystem through an AI-based need fulfillment and monetization platform that generates millions of qualified, parameterized service requests to local service SMBs every day in 40 cities. Pro-Manage aspires to be the dominant, industry-leading and technologically the most sophisticated marketing SaaS platform in India with 500+ enterprise customers in the next two years.

Pro-Manage and Sulekha have three of the well-regarded firms as its investors: Norwest Venture Partners (Palo Alto, US), Mitsui (Tokyo), and GIC (sovereign wealth fund of Singapore).

Who is a customer success manager?

- Are you passionate about building positive, strong, profitable and enduring relationships with customers? Do you prioritize customer needs and goals? Are you excited about guiding and engaging with customers to rev up the sales graph? If you enjoy taking on challenging assignments that not only make a huge difference but also add greatly to your expertise and selfconfidence, we can't wait to talk to you. We have the perfect engagement for you and it's not just a job. It's where you would work hands-on to make a meaningful impact to millions of customers by powering their digital business growth.

- Technology savvy customer success manager who possesses a strong drive for results. Duties for the customer success manager will include a broad range of tasks such as maintaining ongoing customer relationships and networking, ensure repeat business from customers, contributing to repeat sales and minimizing churn. The individual should also be able to provide insights on customer-to-business interactions, improve customer experience through product & technology support, liaise with operations and customer support team for seamless customer experience Successful candidates must be social, analytical, possess an aptitude for learning our product, and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers, maximize value, and create strategies to grow our customer base.

Job Description & Expectations:

- Opportunity to create a huge value to Enterprises and Corporates across the country. Support customer success function to drive retention and multiply business from existing customers.

- Use digital channels and use them to drive awareness, visibility and content strategy for customer.

- Plan digital marketing campaigns, including web, SEO/SEM, email, social media and display advertising for customers.

- Maintain social media presence across all digital channels for customers.

- Measure and report on the performance of all digital marketing campaigns.

- Perform market research, strategize and create content to aid in the success of marketing campaigns.

- Sustain business growth and profitability by maximizing value.

- Analyze customer data to improve customer experience.

- Improve onboarding processes.

- Evaluate and improve tutorials and other communication infrastructure.

- Manage all elements of the project such as technology, product, communications, training, development.

- Collect and analyze regular reviews of the business and customers in order to better understand projects in the future and customer's expectations.

- Meetup with key stakeholders to discuss strategic logistics plans to minimize the delivery cycle to the customer.

- Cross-collaboration with internal teams neutralize issues effectively and efficiently and deliver on customer KPI.

- Provide customers with great experience and service, efficiently implement the procedures and policies of the company into executing an innovative process.

- Mediate between clients and the organization.

- Handle and resolve customer requests and complaints.

- Minimize customer churn.

- Aid in product design and product development.

Experience, Expertise and Qualifications:

- 5+ years of proven experience and expertise.

- Should have good network skills.

- Good digital marketing understanding.

Requirements:

- Engineering degree with an MBA will be a plus.

- Highly organized and able to multi-task.

- Self-driven and proactive nature.

- Excellent communication and interpersonal skills.

- Demonstrate leadership qualities.

- High computer literacy and ability to learn new software products.

- Knowledge of customer success processes.

- Experience in document creation.

- Patient and active listener.

- Passion for service.

What's in it for you?

- Opportunity to be influence millions of customers.

- Gateway to a rocking revenue lead/ digital marketing lead career.

- Vast scope to acquire multi-faceted skills as Sulekha navigates some under-leveraged opportunities.

- Opportunity to create a huge value to Enterprises and Corporates across the country.