About the role
Our customer success team works with Enterprise customers spread across North America (70%), Europe, Middle East and Rest of the world (30%). They work as consultant business partners for our customers, driving high-growth for them; while working closely to build and launch apps, drive installs, create and convert engaging marketing campaigns, and draw insights from in-depth analytics. A large focus of the customer success team is to scale the business and grow revenue for merchants via their mobile app built on our platform. What you will do: ● Create plans for the success of your customers while collaborating with sales,engineering and product teams. You own,track and improve performance metrics for customers along with revenue growth. ● You will be responsible for on-boarding and training new customers on the platform ● Act as a Strategic Consultant for your customers to develop a deep understanding of their business goals and motivations ● Provide recommendations for campaigns, features, growth strategies and ensure a seamless shopping experience for the merchant’s customers ● Coordinate with support & tech teams to resolve product issues ● Build a trustworthy relationship with customers to ensure retention & reduce churn. While continuously working with them to derive value from the platform ● Prepare weekly/monthly business reports and assist customers with strategies to improve business growth and track their month on month usage of the platform ● Partner closely with cross-functional teams to translate business needs and product
requirements into new solutions for customers ● Strategically manage account escalations & provide timely resolutions ● Help drive customer references and case studies ● Optimize existing business processes and work on customer success initiatives What we are looking for: ● 2 to 12 years of proven experience in an Account Management/Customer Success or Consulting role in a B2B SaaS or a tech company ● Experience in the ecommerce ecosystem is a huge plus along with an understanding of the customer lifecycle ● Should be open to working in the US time zone (5pm IST to 2am IST) ● Can take ownership of the customer relationship post sales and give strategic solutions to grow the account ● Strong interpersonal skills and experience in building relationships in different capacities with a wide range of customers ● Experience or understanding of Digital Marketing/Growth to drive results ● Can work smoothly across engineering, sales, marketing and support teams in a fast paced environment ● Customer centricity as a philosophy in all interactions
