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Location
Ahmedabad | India
Job description
Position Overview: As a Client Success Manager, you will play a pivotal role in ensuring the success and satisfaction of our clients utilizing our cutting-edge ecommerce marketing products. You will be the primary point of contact for our clients, responsible for understanding their business needs, guiding them through product onboarding and adoption, and fostering long-term relationships to drive customer retention and growth.
Roles & Responsibilities: Client Onboarding and Implementation: Lead the onboarding process for new clients, ensuring a smooth transition onto our platform. Collaborate with internal teams to customize solutions based on client requirements. Provide training sessions and resources to ensure clients have a comprehensive understanding of our products and features. Performance Monitoring and Analysis: Monitor client usage and engagement metrics to identify trends and opportunities for optimization. Conduct regular business reviews with clients to review performance metrics, discuss results, and identify areas for improvement. Utilize data insights to proactively recommend strategies for maximizing the value clients derive from our products. Renewal Management and Upselling: Drive contract renewals and expansion opportunities. Identify opportunities for upselling or cross-selling additional products or features based on client needs and usage patterns. Prepare and deliver compelling presentations and proposals to demonstrate the value of proposed solutions. Customer Support and Issue Resolution: Ensure timely communication and updates to clients regarding the status of their inquiries/ tickets through Email/ Phone /Meetings in defined SLAs Acknowledge, respond, and debug client queries Understand incompatibility issues on the customer site Understanding user requirements Tech/Non-Tech and communicating the same to the development team Optimum use of a Freshdesk-like tool for improving client support SLAs, automated responses and performance reports in order to scale customer support vertical Proactively share market/user feedback with the product team for future product enhancements Relationship Management: Build cordial relationships with clients in order to generate recurring revenue for the business Provide consultation to global clients for their queries related to Marketing Technologies Act as a trusted advisor, understanding clients' business goals and offering strategic guidance on leveraging our products to achieve them. Proactively engage with clients to gather feedback, address concerns, and identify opportunities for upselling or cross-selling additional products or services. Skills & Qualifications: Good understanding of Adtech industry. Strong understanding of ecommerce marketing principles and trends. Bachelor's degree in Business Administration, Marketing, or related field (MBA preferred). Proven experience in a client-facing role, preferably within the SaaS industry. Excellent communication and presentation skills, with the ability to effectively convey complex concepts to diverse audiences. Exceptional problem-solving and conflict resolution abilities.Job tags
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