As a Customer Success Manager (CSM) at Tracxn, you will own and manage multiple customer accounts and act as single point-of-contact for them
You will help drive Tracxn platform adoption by understanding customers use cases and helping them in using Tracxn products to solve their use cases
You will be interacting with key people (Partners, CXOs, VPs) from venture funds and large corporates globally on a very frequent basis over emails and calls
The role also involves people management and leading a small team of Customer Service Executives
Key Responsibilities
Act as a single point of contact for B2B customers during their entire subscription lifecycle at Tracxn
Onboarding new customers and conveying platform functionality and periodic changes/feature updates and own platform adoption
Develop a thorough understanding of Tracxn platform and product offerings and explain the same to customers
Relationship Management with a set of customers and helping them with all their requirements from the product
Proactively reach out to customers and help them understand new features on the platform and increase engagement
Understand customer queries and provide best possible resolution for the same
Identify the real reasons of customer churn and help prevent it
Train and manage/mentor a team of Customer Success Executives
Requirements
Excellent written and verbal communication skills
Phone and email etiquettes to effectively address customer queries
Have Customer Empathy - ability to identify and understand customers situation and motives
Team handling experience is a plus, but not mandatory
2-6 years of work experience
Benefits
Meritocracy driven, candid culture. no politics
Like-minded intellectually curious colleagues
High paced learning. Continuous mentorship to help achieve peak potential
