15+ Customer Retention Jobs in Bangalore (Bengaluru) | Customer Retention Job openings in Bangalore (Bengaluru)

About the company we are hiring for

Here, we are passionate about helping vacation rental owners and managers

grow their business. Backed by Bessemer Venture Partners, we have grown to the global

leader of short term rental revenue management systems that drive revenue growth. We

attribute our success to our belief that the people are the most important part of a

business, and our commitment to being a fantastic place to work.

It's with that in mind that it is looking to add a Customer Success Associate (Spanish

Speaking) to our growing team. We’ve recently built out a new pooled service offering for

our SMB segment and you will be a key asset in developing and executing the strategy. This

is an exciting opportunity for someone with a solid grasp of customer success processes

who’s looking to take their expertise and leverage it in a hybrid model of pooled service and

dedicated service! You’ll serve as the go-to resource for other team members. Retaining

customers ensures it can maintain its foothold as the market leader in the industry

and execute on our aggressive growth plans.

Before reading further...

It is passionate about diversity and cultivating our team’s potential. If you’re hungry

for a good opportunity, but don't meet every point in this job description, please apply

anyway!

As our Customer Success Associate, you'll be responsible for:

● Securing annual subscription renewals and upsell opportunities

● Driving customer adoption, retention, and satisfaction for assigned book of

accounts

● Monitoring and reporting on the health and risk of assigned accounts ●

Managing approximately 150-200 accounts at a time

● Analyzing customer performance data and making recommendations to ensure

revenue growth

● Providing thoughtful, empathetic, and personalized email communication postimplementation

● Supporting our internal Customer Success team by fulfilling partner requests in a timely

manner

● Assisting partners in solving technical and strategy related issues ● Providing best

practices and proactive outreach to partners to ensure they are on their journey to

success

● Maintaining a deep understanding of suite of products ● Working with crossfunctional teams to drive better collaboration and customer experience

● Being the voice of the customer back to our Product organization, communicate

trending customer feedback and ideas

So what kind of person are we looking for in this role? The person who will be

successful in this role will be:

● Curious: By nature, you have a knack for learning the ins-and-outs of software

●Going: You love going above and for teammates and customers

●Detail Oriented: You have a unique ability to proactively identify and address all

customer concerns and colleague needs with thoroughness and precision.

●Empathetic: You provide thoughtful communication which is the foundation of

strong relationships.

●Outgoing: You are enthusiastic and confident in your ability to quickly connect

with new people

Now that we've told you what the job looks like, here are the qualifications we're

looking for in a candidate:

● Willing and able to work in the CEST Time Zone

● 1-2 years of relevant customer success/support experience in a SaaS environment ●

Strong communication skills - you have experience explaining technical concepts to

customers in a professional and thoughtful manner

● Experience being customer centric - you have the ability to understand customer

pain points and genuine desire to help our customers resolve issues ● Experience

working with software or the ability to learn a wide variety of tools ● Fluent in

Spanish

• Accurately recording details of customers’ purchase orders.
• Processing all customer purchases accordingly.
• Generating promising leads to pursue.
• Managing customer accounts by ensuring that existing customers remain satisfied with the company's services.
• Developing and sustaining solid relationships with customers to encourage repeat business.
• Understanding in-depth knowledge to make suitable recommendations based on customers' needs and preferences.
• Continually meeting or exceeding daily and monthly targets with respect to call volume and sales.

• Conduct market research to identify selling possibilities and evaluate customer needs
• Actively seek out new sales opportunities through cold calling, networking and social media.
• Set up meetings with potential clients and listen to their wishes and concerns
• Prepare and deliver appropriate presentations on products and services
• Create frequent reviews and reports with sales and financial data and present them to your managers
• Participate on behalf of the company in exhibitions or conferences
• Negotiate/close deals and handle complaints or objections
• Collaborate with team members to achieve better results
• Gather feedback from customers or prospects and share it with internal teams

• Proven experience as a Business Development Executive or freshers is also welcomed.
• Proficiency in English
• Hands-on experience with CRM software is a plus
• Thorough understanding of marketing and negotiating techniques
• Fast learner and passion for sales
• Self-motivated with a results-driven approach
• Aptitude in delivering attractive presentations

(Only Female Candidates Preffered)
About Proactive For Her

Proactive For Her is a women's healthcare early-stage start-up founded by Achitha Jacob (ex-HBS, DaVita and Kearney). A digital clinic for women, Proactive For Her, offers accessible, personalised and confidential healthcare solutions for women's out-patient health concerns across life stages - from puberty to menopause (https://www.proactiveforher.com/">https://www.proactiveforher.com/).

• Location: Bangalore
• Work hours: 9 am to 7 pm
• Full-time opportunity (Monday to Saturday)

Note: Saturdays will be work from home.

Qualifications

• Masters in Marketing / Business Administration or related field.
• You have prior experience in a similar role with a solid track record of success

Requirements

• You have strong experience in Growth Hacking, Social Media/ Viral Marketing, managing demand generation & the customer acquisition funnel and performance marketing.
• You have good knowledge of Campaign Management Tools (e.g., Active Campaign), and Web Analytics Tools (e.g., Google Analytics).   
• You are highly goal driven and work well in fast paced environments
• You possess strong analytical skills and are comfortable dealing with numerical data    
• Knowledge of SEO and PPC advertising methods
• You have excellent communication & interpersonal skills
• You are adept at building relationships and liaising with multiple stakeholders and thrive in matrix environments 

      Role

You will be responsible for taking a look at customer growth, acquisition, and activation. Furthermore, you are going to play a role in customer retention and up-selling (the process of selling existing customers additional products or services).

• Lead a team to create and implement strategic marketing initiatives across various marketing functions including performance marketing, events, social media marketing, product marketing and partnerships   
• Create and implement the marketing plan in line with overall business objectives while striking a balance between longer-term strategic brand building activities, mid-term lead generation and nurturing, as well as quick wins to achieve targets     
• Using data and analytics for decision making and measuring marketing effectiveness as well as creating a culture of structured experimentation and iteration to drive growth    
• Ensuring consistent messaging that is aligned with the brand   
• Building win-win relationships with new and existing partners 
• Manage the marketing budget to drive sustainable bottom-line growth

Desired Candidate Profile

• 3+ years of overall experience in marketing (Must have worked either in Ecommerce, Edtech, Healthtech, Fintech or any other B2C app based company)
• 2+ years of experience in engagement & retention domain
• 1+ year experience of working on engagement & retention tools like WebEngage/ MoEngage/ CleverTap is a big plus
• Excellent analytical skills and a high degree of business acumen
• Strong organizational, communication and presentation skills
• Proven ability in handling concurrent projects with attention to detail and accuracy
• Understanding of Google Analytics and AppsFlyer (Mixpanel knowledge is a big plus)    

• Deploy daily campaigns and triggered flows to a combined audience for key channels - email, SMS and push notifications. Execute A/B tests to optimize campaigns for revenue and engagement.
• Oversee and optimize marketing automation strategies to drive customer retention and sales, including lifecycle emails, personalized triggers, and daily campaigns.
• Maintain, publish, and optimize regular (daily, weekly, monthly, quarterly) reports  that track channel and customer-level performance.
• Provide regular reporting and analysis on campaign performance with clear direction to the team on what they can try to do differently to drive increased performance.
• Translate reporting insights into recommendations for the marketing team and cross-functional partners on how to drive sales and increase customer performance and LTV.
• Define and implement the testing agenda for campaigns and automation flows including segmentation, messaging, frequency, send day/time, personalization, etc.
• Manage promotional codes calendar, including sharing promo codes with our affiliate partners, making sure the team is aware of the promotional strategy and that it is implemented across channels.
• Develop new segmentation and targeting strategies based on customer data and business needs.
• Develop customer-facing tests to maximize customer engagement and lifetime value.
• Support project scoping to grow available data and assist with data migration between systems, as well as checking for data quality/integrity.
• Monitor competitive landscape to identify industry trends and best practices
• Analysing customer behaviour and developing aggressive retention strategies.

• Engage with our clients primarily through email, phone, or our ticketing system
• Understand client needs and tackle problems
• Think creatively about technical issues and find ways to change showstoppers into positive ways forward
• Work closely with internal teams and external partners to deep dive on a customer request or Issue to provider resolution within SLA.
• Manage workflow using our systems to ensure nothing falls to the bottom of the to-do list
• Keep current on product releases and updates
• Share the knowledge among your fellow trouble-shooters and create knowledge articles when necessary
• Support Customers working with Migration teams on Data Migrations to our Platform.
• Work on migrating sensitive customer data from a third-party investment platform or Excel to SyndicationPro with minimal supervision.
• Understand the client’s needs and set up the SyndicationPro platform to meet customer expectations.
  
   

• A passion for solving problems.
• A way with words that makes technical topics easy to understand
• A keen eye for getting to the root cause of an issue
• A love of helping people
• An ability to manage multiple needs and keep them all on track
• A strong ethos towards helping the team win
• Prior experience in SaaS environments
• Experience with MS Office and data programs
• Attention to detail
• Confidentiality

• Experience in writing professional Emails
• Experience in handling a high volume of customer queries
• Must have 1-2 years of prior experience in SAAS environments.
• Must be comfortable working during night shifts.

Key Responsibilities

• There are two main responsibilities of the role:
  • to increase the overall top line by increasing the application rate(optimizing the funnel) 
  • ensuring more users are retained post the first consumption cycle. 
• Create and refine effective programs that leverage tenure and customer behaviour data, and include a mix of triggered and targeted campaigns.
• Identify key, measurable metrics for Customer lifecycle programs with a focus to test and scale rapidly.
• Create, implement and optimize daily/weekly/monthly campaigns and user journeys (retention and reactivation - both automated and not automated)
• Generate deep insights about customers that increase their retention, root-cause & predict churn and lead to inventing new ways to delight and retain customers. Will include conducting primary & secondary customer research through surveys and talking directly with customers. 
• Experiment across the whole retention & re-activation funnel constantly looking for maximum impact on DAU (daily active users)
• Brainstorm new ways of segmenting potential customers and means of communication, leading to quick-test pilots with clear measurable outcomes

Roles and Responsibilities 

A Store Manager is Responsible for all Sales & Operations of a retail store. Must be familiar with all aspects of retail operations, sales, customer relations & Technology.

• Responsible to meet sales goals.
• Create a customer service-oriented culture in the store.
• Ensure that retail merchandising is appealing to customers.
• Manage all other matters pertaining to store sales and perform additional tasks as required.
• Promote store sales through cold calling, marketing and advertisements.
• Manage inventory and Registers

- Billing & Handover

- Should have a complete knowledge of POS, reports understanding and MIS / willingness to learn.

- Crisp in money management and handover.

- Ensure all petty cash / petty cash vouchers are tallied and approved of.

Desired candidate profile:

- Graduate.

- Excellent spoken and written English and Kannada skills.

- Passion for Customer care and sales.

- Good knowledge of Pos.

- Excel skills preferred.

- Immediate availability.

• Proven experience in a customer support role 
• Track record of over-achieving performance
• Strong listening, written and verbal communication skills
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Must be fluent in English & Hindi
• Ability to work in shifts

• If you have worked in a fin-tech company
• If you have worked in a B2C tech startup

What you need to have:

Experience: 0 to 2 years

Annual CTC: Rupees 2,50,000 to 3,00,000