Customer Success Manager Job in Gofrugal Technologies Pvt Ltd

Purpose:

Build relationship with existing customers, have an in-depth understanding of their goals, and help them in meeting those goals through each touch and engagement. Proactive engagement with customer promoting long-term relationship and loyalty.

Goals & Deliverables :

• Owner in delivering delightful experience to customers who are on-boarded newly to GoFrugal during Welcome Call process. Ensure zero tolerance in terms of product implementation and training. Customer should feel confident about using our company s product
• Ensure Feedback Audit happens periodically and prepare the customer to the status READY TO PAY at the time of renewal
• Responsible for converting Unhappy customers to Happy base by addressing the concerns of the customers by co-ordinating with respective Assure Care team
• Analyse the unhappiness reason with root cause. Discuss with respective stake holders to avoid the same in future
• Audit the escalations after it is resolved by support team/PD and make sure customer is happy. Share the learnings of the audit with the CSO's mapped under your region
• Boost up customer references from the existing customer and ensure you are collecting minimum 5 reference a day
• Co-ordinate with partners/field sales with respect to renewal payment collection in case of customer reachability is an issue
• Help sales & marketing by sharing customer success and happiness in social media platforms, with case studies, video etc. Minimum 5 reviews per day
• Identify the opportunities to offer additional services/add-on products to customers, by understanding customer's needs.
• You will be the Account Manager for the corporate accounts and it is very important in maintaining the relationship as big accounts will keep the company thriving
• Minimum 5 feedback calls per day to Corporate Accounts is must to ensure that there is a strong ownership in the account management
• Updating customer, keeping them in loop on changes to the product they are using and keep them updated on the latest enhancements.
• You should reach out the lost customer to gain an understanding on why they left. Part of this process is about trying to win lost customers back.
• Joint work with CSO(Customer Success Officers) and coach them in handling the escalations. Ensure the renewals assigned to CSO are collected on time, thereby having a strong control on the churn ratio
• Responsible for loss of accounts and should maintain the churn rate less than 10% at the month closure

Personality we expect :

• You love taking Ownership and Problem-solving by seeing the opportunity for change in every challenge, You learn from failure rather pointing fingers
• You should be adaptive and respond to unexpected situations
• You should be proactive in approaching the lost customer and bringing back
• You should be emotionally intelligent, easily empathize and understand the customer requirements
• You love building relationship, the ability and willingness to develop and exploit a range of productive relationships both inside and outside the team
• You should be a fast learner who can learn everyday by planning step by step modules and does not expect class room training sessions
• A good communicator, the ability to speak and write, to be clearly understood by others using appropriate language, vocabulary and style. Hindi/Telugu/Kanada/Malayalam language proficiency is sure an advantage
• Strong affinity towards planning ones' tasks for the next day and also ready to share honest feedback, challenges, learning and emotions for the day
• You are willing to work independently, tenacious, goal oriented and focused with one step at a time
• You love an Agile work culture and embrace change to be an early adaptor and lead by example

Who will Not fit in :

• You are an individual rock star performer and not a team player
• You do not enjoy continuous feedback and learning
• You feel like a victim in every challenge raised by customers or partners
• You love blaming others instead of seeking help to get the job done when it matters
• You are afraid to raise challenges at work even if its your senior
• You feel daily standups, weekly reviews and course correction are too much pressure
• You didn't like to plan your work on daily/weekly/monthly/yearly basis and execute
• You just want a 9 to 5 job