Client Success Manager

Job Responsibility

• •Management of the post-sales relationship of a portfolio of customer accounts to foster long-term business partnerships.
• •Communicate telephonically with US based clients.
• •Present and gather approvals on hypothesis for A/B testing and website improvement recommendations based on qualitative insights and quantitative data done by inhouse business analyst.
• •Work with customers to establish critical goals, plan the entire account strategy or quarterly campaign launch/initiation plan & help customers in achieving their goals.
• •Coordinate with cross-functional teams like product & engineering, development etc to ensure project or campaigns are launched in a timely manner.
• •Understand customer pain points and help drive escalations by coordinating between Product Management, Support groups and other cross teams.
• •Present A/B test results to determine the impact on conversion and ROI.
• •Increase customer satisfaction by understanding business needs and accurately matching our solutions and offerings to these needs
• •Act as an escalation point to drive problem resolutions in a timely and proactive manner.
• •Proactively spot and correct any issues that could affect customer satisfaction or retention.
• •Monitor customer health to track usage and customer satisfaction.
• •Delivery of periodic (monthly / quarterly) Business Reviews with customers especially at the C-level and their stake holders.
• •To review and analyse key metrics to demonstrate progress and provide recommendations.
• •In concert with the Sales teams, forecast retention, renewal, and status for assigned accounts.
• •Empathise with every aspect of the customer experience, putting customers needs first
• •Work with customers to maximize customer value realization by ensuring a productive partnerships that meets service level agreements

Key Requirements:

• •Prior experience in international Customer success, Professional Services, consulting or equivalent history of increasing customer satisfaction, adoption and retention
• •Understanding of e-commerce business, Strategic Marketing & Online Marketing / Campaign Management is strongly desired.
• •Digital marketing experience that demonstrates your in depth understanding of Online Brand Development, Data Analytics, Campaign Management and customer and email acquisition will be added benefit
• •Experience working in a multi-cultural global organization
• •Strong structural work methods, multitasking and time management skills
• •Excellent interpersonal skills and the confidence to be an honest advocate, willing to push back when needed for the best interest of the business and the customer
• •Excellent verbal and written communication skills
• •Good presentation skills
• •Proven ability to collaborate and build strong relationships with customers especially at the C-level. Proven experience in managing project implementations.