CRM manager

One Point One Solutions help you build the career you’ve always dreamed of. Start today, so that a year from now, you’re glad you did.At 1Point1, we provide numerous opportunities for professional growth and development. Whether you are at the beginning of your career or aiming for advancement, we are committed to assisting you in reaching your objectives. With the appropriate support and a well-defined pathway, success is attainable."

Position Overview:

We are seeking a dedicated and experienced Customer Relationship Manager to join our team. The ideal candidate will have 2 to 5 years of hands-on experience in customer relationship management and will be responsible for building and maintaining strong, long-lasting relationships with our clients. As a Customer Relationship Manager, you will play a pivotal role in ensuring exceptional customer experiences and driving customer satisfaction. If you have a passion for customer-centricity and the skills to back it up, we'd like to hear from you.

Responsibilities:

● Develop and implement an end-to-end CRM campaign/journey to drive user acquisition and engagement.

● Proactively communicate with customers to gather feedback, address inquiries, and improvise the strategy.

● Monitor and analyse customer behaviour and feedback to identify opportunities for improvement.

● Track and report on key performance metrics related to CRM campaigns and journeys

Ideal Candidate:

● 2-5 years of experience in handling CRM tools

● Strong understanding of CRM software like Hubspot, Clevertap, Gupshup etc.

• Selling Platform-as-a-Service/Infrastructure-as-a-Service (PaaS/IaaS) and working toward strategic business goals in the technology industry.
• Excellent communication, presentation, strategic and research skills with the ability to plan, present and execute strategy.
• Lead business strategy in generating and developing business growth opportunities.
• Working collaboratively with customers in order to maximize business results in the area and open up opportunities with enterprise customers.

Roles and responsibilities:

- The business development counselor interacts with parents or adult learners after they have taken a demo class and have experienced the product. Since these were high intent nurtured leads, There is no cold calling required. The role involves achieving weekly revenue targets by:

- Inviting parents or the adult learners to a video counseling session

- Conducting a detailed video counseling session with the decision-makers and taking them closer to their decision to purchase

- Looking at the entire sales life-cycle, starting from engaging with parents till final conversion and i.e. enrolment in the program

How is sales at PlanetSpark different?

- High Intent Leads - you get leads after they take a 1-hour demo.

- Extensive Training- you will get extensive instructor training and on-the-job training

- Career Progression - Get fast-track growth in designation and compensation

- Rewards and Recognition- become a star performer and get recognized through the weekly rewards ceremony!

Mission statement for the role:

- Generate revenue by achieving weekly target through consultative inside sales.

Your career path

Working with a fast-growing, the startup provides the opportunity to grow, aggressively up the ladder and assume greater responsibilities and experiences at a very young age. Our meritocratic, performance-based policy identifies and promotes top performers.

- Business development counselor

- Senior business development counselor

- Assistant Manager

- Manager

- Senior Manager

- Associate Director - Associate Vice President - Vice president

Key skills to be successful in the role:

- Excellent communication, interpersonal presentation, and problem-solving skills

- A go better attitude and winning mindset

- Excellent influencing skills and Street smartness

- Performance-driven people who adhere to guidelines set by the organization

What we're looking for?

- We do not look for any specific degree of GPAs. We are open to all those who have a passion for sales and the zeal to grow quickly in their career.

- You should be located in Gurgaon or should be ready to locate to Gurgaon. This is a work-from-office role.

- You should be okay to work 5 days a week with a weekly off on Thursday. Saturday. Sunday are the most important days for your role as maximum customers take their counseling session on these days.

CULTURE SNEAK-PEAK

https://lnkd.in/dXFPGEAN

Apart from doing impactful work together, we ensure that our employees are well taken care of and that they feel strongly about creating confidence across the globe.

The role is about 70% support (aka reactive > keeping the customer happy) and 30% success (aka pro-active > helping the customer get success with LimeCall to stick and love us).

On the SUPPORT side, you’ll be doing things like… (80% of your day)

• Helping customers and potential customers on LIVE Chat (we use Intercom)
• Figuring out the “problem” the customer is having with our software. ("My text didn’t get sent, what happened?")
• Manage customer success pipeline (we use Hubspot)
• Relaying bugs to our development team to get taken care of (we use Jira)
• Creating user stories around customers wants, needs, issues (Asana)
• Using Stripe to process payments, refunds, and all things billing
• Create systems for tracking bugs, feature requests, and better ways to improve our support process and channel
• Create, edit, and continuously update our knowledge-base so our customers don’t have to bother you on how to do the simple things.
• Create videos and animated gif's that show people how to DO things (people love walk-throughs)

On the SUCCESS side, here are some things that you’ll be doing… (30% of your day)

• Host group & 1-on-1 demo’s, webinars, and training with leads and customers weekly and monthly
• Create surveys and google forms to gain feedback from current customers
• Reach out to “likely to churn” customers to help them get value from Salesmsg
• Engage with canceling customers and design a system for tracking for later followup.
• Speak with customers on the phone, text message, live chat, email, and other channels to help them with whatever questions they have.
• Onboard new customers

• Reporting to the Customer Experience Manager
• Work from office: the role will be based in Bark’s offices in Bangalore
• The package will be a good base salary with excellent commission on top
• He/she will be responsible for the following aspects of customer success, including:
• Front-line B2B support for inbound calls & mails (ratio 80:20))
• Successful onboarding of professionals to buy their first pack, soft sales for elite/up-gradation
• Build sustainable relationships and trust with customer accounts through open and interactive communication

Requirements

• Well versed in English and Telugu (oral and written communication)
• Experience in sales or customer support domain will be appreciated
• Fresh graduate or less than 2 years of experience
• A go-getter attitude to get things done efficiently and resolve user queries in a single contact
• Excellent communication style and ability to stay calm under pressure

Desirable

• Knowledge of any CRM tools/customer success platforms and how they work (Zendesk is preferred)
• Comfortable to work for 40 hours/ week on a roster basis
• Knowledge of other languages will be an advantage

• Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction.
• Work with the internal delivery team to ensure delivery quality to exceed client's expectations.
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
• Develop, prepare, and nurture customers for testimonials, references and case studies.
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Work to identify and/or develop upsell opportunities.
• Ensure billing and collection of the assigned accounts is under control.
• Advocate customer needs/issues cross-departmentally.
• Manage account escalations.

• Proven ability to drive continuous value of solutions/products.
• Familiarity working with clients of all sizes.
• Impeccable written and verbal communication skills.
• Detail oriented and analytical.
• Strong team player but still a self-starter.
• Thrives in a multi-tasking environment and can adjust priorities quickly.