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Private Jobs / Private Sector
Taggbox Hiring for Customer Success Executive at Jaipur, Rajasthan Full Time
Given our business model, where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service. As such, we need a executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).
Required Experience/Skills:
Must be comfortable in working in US Shift timings (6pm – 4:30 am).
Experience in leading customer-facing organizations
Ability to manage influence through persuasion, negotiation, and consensus building
Ideally combined background of post-sale and sales experience
Strong empathy for customers AND passion for revenue and growth
Deep understanding of value drivers in recurring revenue business models
Analytical and process-oriented mind-set
Demonstrated desire for continuous learning and improvement
Enthusiastic and creative leader with the ability to inspire others
Excellent communication and presentation skills
Relevant Bachelor’s degree; preference for computer science or related degrees
Responsibilities:
Drive Customer Success Outcomes
Increase renewal rates and reduce churn
Expand our revenue in accounts through cross-sell and up-sell
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
Drive new business growth through greater advocacy and reference-ability
Understand customer outcomes by communicating with customers, analyse customer health metrics, run NPS and gather other feedback via Intercom
Represent the voice of the customer to provide input into every core product, marketing and sales process
Collaborate closely with team members support renewals and expansion opportunities
Serve as the primary contact for the on boarding of new customers, the training of platform end users, as well as post go-live support
Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers
Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
Being the main point of contact between the company and a number of named enterprise accounts
Define and Optimize Customer Lifecycle
Map customer journey
Develop listening points in journey (e.g., usage, satisfaction, etc.)
Standardize interventions for each point in journey
Define segmentation of customer base and varying strategies
Identify opportunities for continuous improvement
Learn from best practices in industry
Manage Customer Success Activities
On boarding
Training
Professional Services
Customer Support
Customer Success Management
Renewals
Cross-sell / Up-sell/ Outbound
Advocacy
Enhance Effectiveness and Efficiency Through Technology
Support systems
Customer marketing software
Reference and advocacy solutions
Customer Success Management platform
Inspire Customer Success Across Company
Create company-wide culture of Customer Success
Align with Marketing around marketing to existing clients
Align with Product around driving product roadmap
Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
Align with Executive Team around key metrics and objectives
Drive company-wide definition of ideal customer
Create company-wide customer feedback loop
Job Category: Customer Success Executive
Job Type: Full Time
Job Location: Jaipur