客户成功经理- 产品采用
Manager Customer Success - Product Adoption
职位简介：客户成功经理将与团队领导 - 客户成功/支持密切合作，以改善整体客户体验和提高内部团队成员的工作。他/她将向高级管理员 - 客戶支持报告并与他一起改善现有客户的 ARPU.关键责任领域 ·通过培训，参与和发展你的团队来领导客户成功功能 · 管理团队领导及以下日常活动。·制定新的战略来改善整体用户体验，并尽量减少钱。·负责整体运行过程，包括入，产品采用，保留和增长。·与营销部门协调制定战略以增加与客户的售后互动方式。·与销售团队合作解决部门间挑战 要求要求 · MBA 研究生。·专注于客户的心态，在每一项行动中将客户体验放在首位。·优异的账户管理和客户服务技能，支持着出色的书面和口头沟通技巧。·过去2-3年一直担任类似配置文件的领导角色。· 在 B2BSaaS 组织工作经验 ·技术熟练 · 优秀的听力技能 · 在组织各级有效沟通的能力。· 优异的问题解决能力 · 非常以过程为导向 · 经验领导，辅导和赋予团队做出最佳的工作 KPI · 6个月内将每一个 CSM 引用数量提高到100% · 将转换率降低至目前转换率的30%并保持在一年内持续时间的比例。· 不企业客户的 MRR 增加到20% · 提高产品使用效益 100%远程工作 ESOPS 原始发布于喜马拉雅山。
查看英文原文
This is a remote position.
Job DescriptionThe Manager Customer Success will work closely with the Team Leads - Customer Success/support to improve the overall customer experience and to enhance the working of the internal team members. He/She will be reporting to the Senior Manager - Customer Support and work with him to improve the ARPU of the existing clients.
Key Responsibility Area
· Lead the Customer Success function by training, engaging and developing your team
- Manage the daily activities of Team Leads and below.
- Working on new strategies to improve the overall customer experience, and minimize churn.
- Responsible for the overall functioning of the processes including onboarding, product adoption, retention and growth.
- Coordinating with the marketing department to strategize ways to increase post-sales interactions with clients.
- Interacting with the Sales team to work on inter-departmental challenges
Requirements
Requirements
· Postgraduate in MBA.
- A customer-focused mindset, putting the customer experience first in every action you take
- Exceptional account management and customer service skills backed up with excellent written and verbal communication skills
- Has been in the leadership role of the similar profile from past 2-3 years
- Experience working in a B2B SaaS organization
- Technically proficient
- Excellent listening skills
- Ability to effectively communicate at all levels of the organization.
- Excellent problem-solving skills
- Extremely process-oriented
- Experience leading, coaching, and empowering your team to do their best work
KPI
· To increase the count of references to 100% per CSM within 6 months
- To reduce the percentage of churn rate to 30% of present churn rate and maintain the same for subsequent months within a year.
- To increase the MRR of the non enterprise clients to 20%
- To increase the product usage
Benefits
100% Remote Working ESOPS
Originally posted on Himalayas