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Are you looking to make a significant impact at a growing Saas company? SocialPilot is seeking a high-energy Customer Success Manager to develop customer relationships that promote retention and loyalty. You will manage the team that directly interacts with our existing clients and provides technical support to customers across the world with the goal to keep them satisfied with the product. Your Profile: - Establish a trusted partner/advisor relationship with assigned clients and drive value with our product - Work closely with customers to understand their measures of success and identify areas for improvement - Create strategies, ideas, and proposals on how to increase product adoption and usage - Create strategies and ideas to increase and maintain retention rates as well as overall customer satisfaction - Coordinate periodic calls with selected customers to review business issues - Establish excellent cross-functional relationships with other SocialPilot leaders to ensure that all SocialPilot services are deployed in a manageable and supportable way - Ensure customers’ expectations are being met by internal support organizations What You'll Do - Bachelor’s degree (or equivalent job-related experience) - 2+ years of experience in managing a variety of accounts - Experience in management consulting or something similar - Strong customer communication and interpersonal skills; ability to provide timely communications to customers is vitally important - Ability to quickly develop effective working relationships with internal and external contacts - Know-how of customer market working conditions - Excellent managerial, communication and consultancy skills - A strong track record of success is a must
YOU : * Have startup (all-hands-on-deck) attitude; prior experience in startup, tech startup preferred * Have at least a year of experience in the customer-facing role; customer success, account management, or customer support experience is a plus * Are excellent writer and communicator with strong presentation skills both via phone and email * Are able to learn new concepts and processes quickly * Are willing to relocate to Ahmedabad, Gujarat YOU PROBABLY HAVE: * Ability to proactively identify and solve any issues that could affect customer satisfaction or retention * Used analytics/CRM tools like Intercom, Mixpanel, Piwik * Strong analytical skills to capture insights on how the customer is interacting with the platform * Excellent English skills, both written and spoken * Knack of speaking and communicating with people YOU WILL: * Take ownership of customer accounts and manage their onboarding, success, and retention; assist with renewals processes when necessary * Provide support to new and existing Armada customers * Coach customers on new uses and best practices for Armada to drive adoption and retention * Provide timely and thoughtful responses to client questions and requests * Communicate with engineering and product teams to make the system efficient
