Customer Success Manager

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