Customer Success Manager (4-8 yrs)

Responsibilities

Key Goals:

- Outbound sales, UpSell and Cross-Sell Opportunities, and Revenue Management

Onboarding, and Transition:

- Own the onboarding process to ensure a smooth transition from the sales phase to the post-sale relationship.

- Facilitate a comprehensive understanding of the client's needs and expectations during the onboarding phase.

- Define success metrics, deliver key value points in 30-60-90 days, and set external and internal expectations on metrics and key outcomes.

Customer Relationship Management:

- Act as a bridge between the assigned customer and the internal team, understand their unique needs and requirements, and act as their representative inside Squadstack.

- Develop a deep understanding of the client's business objectives, challenges, and goals to drive long-term value and success.

Collaborative Insights and Accountability:

- Collaborate with internal stakeholders such as Sales, and Operations to ensure client needs are met and their feedback is incorporated into delivery.

- Analyze daily/weekly performance metrics to identify areas for improvement and proactively engage internal and external stakeholders for accountability.

- Conduct regular check-ins and meetings with clients to review their progress and address any concerns. Provide proactive guidance and solutions to help clients achieve their desired outcomes and maximize ROI.

Account Retention and Planning:

- Collaborate with clients to develop success plans, setting clear goals and milestones for their engagement with our platform.

- Leverage your knowledge of account management and farming techniques to nurture and expand existing client relationships.

- Marketing Collaboration: Collaborate with the marketing team to provide client success stories, testimonials, and feedback for case studies and marketing collateral.

Requirements

Past Experience:

- 5-6 years of relevant work experience.

- You've preferably worked in Analytics/consulting, Inside Sales,and/or call center solutions in the Indian insurance market.

- You have experience working in a data-driven environment, utilizing analytics to drive decision-making.

Persona:

- You have strong customer empathy, and a desire to drive revenue and business outcomes.

- You drive outcomes through persuasion, negotiation, and building consensus with external and internal stakeholders.

- You're a leader with the ability to inspire others and drive outcomes as a unit.

Skills

- You have excellent communication and presentation skills.

- You're analytical and process-oriented, with the ability to make data-aware decisions.

- You are familiar with tele-calling and sales processes, with the ability to understand clients' sales-related challenges and provide relevant solutions.

Logistics

- Compensation: Competitive!

- Location: Noida

- Joining: Immediate