Sales

Customer Success Manager

Hyderabad, Telangana   |   Full time

About ReportGarden: 

ReportGarden is on a mission to change how businesses advertise online. We help them create reports and dashboards for their clients, integrating with various third party platforms in a seamless manner. We are a bootstrapped, profitable startup with customers in over 70+ countries worldwide. ReportGarden is run by a small, young team with experience running global companies.

At ReportGarden you will get an opportunity to build an amazing product used by customers across the world.  You will be working in a small, experienced team and get the opportunity to work on the entire code base. We encourage you to think about the customer and build features that add value to the product.

 

Job brief: Customer Success Manager (Open to Night Shifts)

We are looking for a Customer Success Manager to retain and develop our fast-growing list of clients. You will be key to the success as we scale the business, ensuring that we keep the customer at the centre of everything we do. You will combine marketing, product design, sales and customer support activities to ensure a fantastic customer experience.

This is not a passive/reactive 'customer service' role. It is a vital and proactive role at the heart of the business which will ensure that their considerable investment in sales and product is protected and leveraged.
 

Key Responsibilities: 

Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction.Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.

Day to Day activities:

  • Managing customer success team internally.

  • Client on-boarding, ensuring that new customers are able and motivated to use the product fully.

  • Account management calls to users, to gain product feedback and assess training needs

  • Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.

  • Telephone-based product training

  • Handling inbound customer queries and tickets

  • Occasional key account meetings and training sessions

  • Develop, prepare, and nurture customers for advocacy.

  • Developing the customer community through social media channels

  • Producing case studies, designing and implementing marketing campaigns

  • Real input into product design, ensuring that customer views and requirements are reflected, working alongside te Product team and Design

  • Generating up-selling and reselling opportunities.

  • Gathering and using data from every customer interaction to move the product and sales teams into more proactive stances.

  • Managing churn (Business Retention) is a leading metric for customer success manager.

Qualifications: 

  1. Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.

  2. Familiarity working with clients of all sizes .

  3. Impeccable written and verbal communication skills.

  4. Detail oriented and analytical.

  5. Strong team player but still a self-starter.

  6. Thrives in a multitasking environment and can adjust priorities on-the-fly.

  7. 3+ years of relevant experience.

  8. Prior experience in closing sales deals at the executive level a plus.

  9. Eager to learn, adapt and perfect your work; you seek out help and put it to good use.

  10. You want to help and serve our customers: They win, so you win.


 

Other Information:

  • location     : Gachibowli, Hyderabad

  • specialism   : Customer Success

  • job type     : permanent

  • salary       : Attractive compensation package

  • Industry     : SAAS/IT

  • Shift- Open to Night Shifts

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