Customer Success Manager

2-4 years of enterprise experience in a customer-facing role, such as

Customer Success, Customer Support or Accounts Management

Experience using prominent email marketing tools in the market

Possess strong phone, written and verbal communication skills in English and Hindi with excellent presentation and analytical skills

Accountability and personal organization are essential

Confident, high energy, self-motivated and a true team player

Experience working with senior and executive level customer contacts

Demonstrated ability and desire to work and excel in fast-paced environment

Understanding of Internet and web applications with a desire to learn new technologies

Well-organized, with a high attention to detail and ability to prioritize

Ability to build credibility and trust by understanding and addressing customer requirements

RESPONSIBILITIES

Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude. Provide proactive strategies with their assigned customer accounts.

Work with customers to ensure they are leveraging Mailercloud effectively and finding value in our services

Become an expert in Mailercloud and educate customers on the use and benefits of our products

Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction

Work closely with Sales, Product Development, Finance, Operations and other technical teams to ensure an exceptional customer experience and take care of any customer issues

Be a customer advocate while capturing customer feedback and reporting requests to Product Development

Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth with Mailercloud

Develop and share best practices with team members to continually improve
the quality, effectiveness, and efficiency of Mailercloud

Maintain a revenue base by managing account retention and renewal

Drive upgrade revenue through increased product adoption and increased usage