Customer Success Manager
Convertcart
- Location
- Bengaluru, Karnataka, India
- Job type
- Full-time
Required skills
- account strategy
- business reviews
- campaign management
- communication skills
- cross-functional
- customer value
- data analytics
- digital marketing
- e-commerce
- interpersonal skills
- product management
- Service Level Agreements
- time management
About the role
Convertcart
Website:
convertcart.com
Job details:
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.
Click on Apply to know more.
This page is fully interactive when JavaScript is enabled. Please enable JavaScript to apply or browse related roles.