Customer Succes Manager
Job description for Customer Succes Manager at ValueFirst Digital Media
Customer success manager will be responsible for establishing and nurturing relationships with the company’s key accounts, active users and industry influencers and leverage this to increase business with the customer. As a customer success manager, you will serve as the principal point of contact for multiple customer accounts.
Key responsibility: Manage post sales customer lifecycle.
· Work with the sales and delivery team to ensure committed deliverables are optimally served
· Engage with solution delivery team to deliver solution and keep a check on requirement deviations
· Drive solution adoption,performance, operational efficiency goals and ensure ROI committed to customer during sales engagement is actually realized and acknowledged by customer post solution deployment/during POC
· Maintain a deep understanding of our products and industry knowledge to be able to speak with customers about the most relevant features/functionality for their specific business needs
· Conduct business reviews with clients and communicate regularly with the customer to evaluate satisfaction and act as an internal advocate for our clients
· Track customer activity to identify churn risk and work proactively via targeted outreach campaigns and training to eliminate that risk, while simultaneously identifying upsell opportunities when applicable
· Responsible for customer retention and increasing revenue from customer through upsell and cross-sell
· Understand client business goals and anticipate future needs to deliver optimal solutions
· Provide technical updates to the team and propose product improvement that drives client and market penetration.
· Take product’s new features and use cases to customer to seek validation
· Communicate and brainstorm with Product team on customer feedback/needs and help refine product roadmap
· Build business success stories, case studies & articulate compelling value propositions in coordination with the marketing team.
Qualifications:
Minimum qualifications:
BE, BTech or related degree
Experience in customer facing role managing IT solutions and products
3-4 years of relevant experience in presales/business analysis
Excellent communication skills and presentation skills
Experience in engaging and managing enterprise customers
Preferred skills:
Having hands-on experience in software development or testing
Have spent more than 1 year in customer premises for project deployment or BA
Ability to work well in a cross functional team environment
Excellent project management skills and attention to detail
Must have skills
About the company
Hi Friends,
Greetings from ValueFirst Indonesia!
“We are a bunch of happy people woven together to provide your brand the best effective digital communication solutions. We are techno savvy, creative and courageous, driven by a rebellious instinct to move fearlessly and go beyond limits, and deliver excellence in digital communication. We are the bridge of immense possibilities connecting you to your customers in the digital space.”
A marketing technology company that provides a state-of-the-art Artificial Intelligence (ML,NLP) based Chabot Platform ,email, SMS & Marketing Automation suite. What we do, helps our clients (Unilever, Danone, Pizza Dominos, Cicil, Paytren and many more) engage better with their customers. We believe that with the right tools, any marketing campaign or project can get the desired results and be a success. So, we offer capable software, customized technological solutions to fit all your needs. We don’t however, believe in customer alienation and therefore are strong believers of best practices like opt-in lists.
Lets join us!
Regards,
ValueFirst Indonesia
Office address
23rd Floor, Sahid Sudirman centerCompany gallery
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