Manager – Customer Success

Drive goals, KPIs and leading indicators across team;
Represent to our customers as a trusted advisor, advocate and marketing thought leader/subject- matter- expert, conduct regular executive business reviews;
Develop an intimate understanding of your customers’ businesses, conduct health checks;
Liaison between your customers and all the internal teams;
Ensure customers get maximum value from marketing solutions by leveraging full platform functionality;
Be an expert on trends and best practices for digital marketing and analytics;
Handle customer concerns with confidence, putting them at ease.
Collaborate with customers to develop, launch, and manage marketing campaigns focused on engagement and revenue goals;
Analyse and create insightful reports on customer outcomes, churn, expansion and other metrics to drive decision making;
Develop a network of champions within each account through education, coaching, and strong influencing skills;
Strategise, report and drive consumption and adoption of platform to help customer achieve their business outcomes and realize value (build Success Plans);
Enlighten our customers with insights gleaned from their own data and industry trends;

Graduation (Preferably in Engineering/Technology);
Experience in SaaS or B2B products with 50K+ clients.
Great presentation skills (interpersonal & with customers) exception handling and escalation management;
At least 4+ years of experience as a Customer Success/Customer Experience/Growth manager, preferably from FinTech/MarTech background or Consulting with a lot of customer handling experience;
Strong technical aptitude. Can confidently project manage a technical project with many moving pieces;

Cập nhật gần nhất lúc: 2024-03-03 23:47:08