
Website Vinam Solutions Pvt Ltd
We are currently seeking a customer-centric, energetic, and highly-motivated individual to join our Customer Success Team. The Customer Success
Manager is responsible for cultivating and maintaining strong relationships
with our customers by ensuring their satisfaction, leading them to strong
renewals and growth opportunities. You will serve as the primary point of
contact for key customers, understand customer success criteria, address
questions, resolve issues and over time serve as a trusted Mailercloud advisor. This role will proactively engage in the day-to-day management of the
account, including strategic account planning and customer success issue
resolution. The Customer Success Manager works closely with our customers alongside Sales, Product Development and Finance teams to ensure our
services are delivered successfully.
REQUIREMENTS
· 2-4 years of enterprise experience in a customer-facing role, such as
Customer Success, Customer Support or Accounts Management
· Experience using prominent email marketing tools in the market
· Possess strong phone, written and verbal communication skills in English
and Hindi with excellent presentation and analytical skills
· Accountability and personal organization are essential
· Confident, high energy, self-motivated and a true team player
· Experience working with senior and executive level customer contacts
· Demonstrated ability and desire to work and excel in fast-paced
environment
· Understanding of Internet and web applications with a desire to learn new
technologies
· Well-organized, with a high attention to detail and ability to prioritize
· Ability to build credibility and trust by understanding and addressing
customer requirements
RESPONSIBILITIES
· Build relationships with assigned customers, help them with issues, and
continually delight them with a positive, customer-centric attitude. Provide
proactive strategies with their assigned customer accounts.
· Work with customers to ensure they are leveraging Mailercloud effectively
and finding value in our services
· Become an expert in Mailercloud and educate customers on the use and
benefits of our products
· Execute a comprehensive engagement and communications strategy that
proactively maintains high customer satisfaction
· Work closely with Sales, Product Development, Finance, Operations and
other technical teams to ensure an exceptional customer experience and
take care of any customer issues
· Be a customer advocate while capturing customer feedback and reporting
requests to Product Development
· Efficiently manage time to focus on essential activities to ensure customer
satisfaction, account renewal, and account growth with Mailercloud
· Develop and share best practices with team members to continually improve
the quality, effectiveness, and efficiency of Mailercloud
· Maintain a revenue base by managing account retention and renewal
· Drive upgrade revenue through increased product adoption and increased
usage
· Deep understanding of customers’ concerns regarding the use of
Mailercloud, and the ability to troubleshoot as needed
· Experience analysing and optimizing the existing processes in the Customer
Success department
To apply for this job email your details to careers@mailercloud.com