Citizen
Full Time
Direct Hire
UG :- - Not Required
PG :- - Not Required
No of position :- ( 1 )
Post :- 14th Oct 2022
UNBXD Customer Success Managers are client-facing members of a cross-functional team. You will manage relationships with new and ongoing clients and serve as their primary point of contact within UNBXD. You will be responsible for welcoming new merchants to UNBXD, setting expectations for their experience with UNBXD Enterprise, handling ongoing account updates and inquiries from your clients, and maintaining a high rate of customer satisfaction within your portfolio.
The clients you will interface with our sophisticated, brands and retailers with complex requirements. The primary measure of success for Customer Success Managers is the success of portfolio accounts and the satisfaction level of merchants within their assigned portfolio.
Over time it is expected that you will become the trusted advisor and UNBXD expert to your clients.
A great Customer Success Manager could be described as having superb communication skills, excited about selling new UNBXD products that can help their customer grow, always looking to solve problems for their clients, able to handle stressful situations like a seasoned pro, constantly looking to expand their knowledge and skill set, all while keeping their clients happy with their experience with UNBXD.
KEY RESPONSIBILITIES
Develop a trusted advisor relationship with key stakeholders and executive sponsors
Own a customer s book of business, be responsible for driving UNBXD revenue growth
with successful renewals, up-sells and services growth
Operate as the lead point of contact for any and all matters specific to your customers
Understand and discuss complex products and identify ways to optimize product
performance
Achieve customer satisfaction through successful delivery of defined project scope and
expanded partnership / ongoing engagements
Exemplify an outcome/results-oriented approach
Work with merchants and partners to ensure that customers are leveraging UNBXD
effectively and achieving success
Onboard merchants and highlight UNBXD resources available to a new customer
Identify and grow opportunities for upsell and cross-sell
Identify and assess renewal risks for customers
Assist with issue and support escalations as needed
Maintain a high level of customer satisfaction
Maintain high levels of customer retention
Prepare, Lead and manage MBRs and QBRs (Monthly and Quarterly Business Reviews)
with clients
Provide analytics into the likely hoodhood of our customers to be UNBXD advocates
Partner with Technical Support, Professional Services, and Sales to drive product
implementations, Pilots/POCs and contract renewals
Present Unbxd product performance data along with ROI, etc., share Product roadmap
and plan the next set of steps for customer engagement.
Conduct regular trainings with the customer on leveraging Unbxd merchandising and
reporting console and solving for business use cases
Track account health and product usage details
Regularly analyze key account metrics and identify new growth areas
Evangelizing new products and features to the customer teams
Collaborate with cross-functional business and technical teams to scope out business
opportunities and to deliver results (e.g. product enhancements, marketing needs)
PROFESSIONAL EXPERIENCE/QUALIFICATIONS
Bachelor Degree or equivalent work experience
A decent level of eCommerce knowledge
Enterprise-level B2B Account Management experience
Experience with Client Relationship Management
Proven Leadership
Effective Written and Verbal Communication Skills
Cross-sell / Up-sell experience
Experience in negotiating (opportunities, timelines, solutions,...etc)
Presentation skills
Goal Oriented
Experience with CRM (ideally Salesforce) and any Customer Success platform is a plus
Hunger for continued learning