Roles and Responsibilities
- Customer Facing: Provide the best user experience for our customers and be their primary point of contact:
- Taking hand-off of the customer account from Sales. Conducting kick-off meetings with customers along with Sales.
- Document customer requirements, and understand the nuances of their work processes, the pain points, and resulting needs.
- Understand the software and tools ecosystem of customers and come up with the best ways to give them the most business value for the product plan purchased.
- Seamlessly onboard and set up new customers to accustom to the product - operations, reporting, change management requests, escalations/raising tickets, invoicing.
- Run regular check-in meetings through weekly, monthly, and quarterly business reviews to proactively address customer needs, and concerns, and provide quick and effective solutions.
- Look into customer engagement and ensure improvement on key success metrics and factors such as increasing product adoption, increasing Net Promoter Score (NPS), reducing churn, and thereby increasing renewals.
- Do in-person visits to the key customers every 3 months and expand MRR.
- Team Facing: As the customers representative and champion inside the organization, work with cross-functional teams to:
- Implementing a customized outreach strategy (scripting), integrating the solution for the best reporting, representation, and lead management, taking mock runs of campaigns, and preparing the mock runs for the customer.
- Training customers, driving adoption of the product, measuring and monitoring the product features that customers find meaningful.
- Support and coordinate with the operations team and other stakeholders to ensure seamless delivery to customers. Raise open issues with cross-functional teams and drive resolution in a timely manner.
- Make interventions (review, training, handholding) when adoption is low.
- Conduct random and scheduled customer health checks.
- Growth getter & upseller: Find opportunities to upsell/cross-sell/upgrade in existing customer base to expand the MRR or recurring revenue. Solicit references from existing customers.
- Maintain the highest level of customer satisfaction: Maintain Company defined CSAT (Customer Satisfaction) score and NPS (net promoter score).
- Coordinate with other functions:- Coordinate with the Customer Support function to ensure issues and tickets are resolved within defined SLA.
- Interpret customer insights with the Sales team to drive changes in the product and act as the voice of the customer for the Product team.
- Update the team on the status of the accounts you manage at every stage.
- Coordinate with finance teams for billing.
Requirements
- At least 4+ years of experience in a customer-facing role. Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conversations.
- Bonus points for past SaaS customer success experiences.
- Bonus points for understanding industry lingos: LQ, sales, outreach strategies, and managing virtual teams.
- Strong written and verbal communication with the ability to run check-in meetings and calls with customers, basic negotiation and objection handling skills, etc.
- High-quality email writing - ability to follow up effectively, summarize meetings/calls, and report updates.
- Really strong focus on details and project management, as you will be handling multiple customer accounts.
- Good interpersonal skill and empathy are critical as you will be handling customer relationships and the internal team members.
- The ability to deeply understand technical products and their scope and limitations.
- Strong problem-solving skills and finding creative solutions and workarounds when needed. You have to be results and value-driven.
- Basic data analysis and data-driven decision-making.
B2B Saas Based preferred.