Proprietor at K & R Enterprises
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Manager - Customer Retention - SaaS Product (2-4 yrs)
Manager - Customer Retention
- Responsibility for the ongoing support and retention of an assigned base of accounts.
- Monitor health and proactively reach out to accounts based on key metrics/events/triggers specifically those customers that have low adoption.
- Conduct ad-hoc training platform training sessions
- Evaluate customers usage of the BirdEye platform and determine additional ways the customer can successfully leverage the platform features.
- Help customers implement integrations with the BirdEye platform.
- Provide reactive support for accounts that are at risk and escalated account issues.
- Providing onboarding support for additional upsell locations and other situations requiring that type of support.
- 2-4 years of experience in a customer facing support/success/onboarding role.
- Customer experience champion.
- Strong oral and written communication skills.
- Consultative approach to account management.
- Deep customer empathy.
- Understanding of SMB space, particularly in the specified vertical.
- Exceptional Saas product knowledge.
- Ability to effectively manage delicate customer situations
- Understanding of competitive landscape.
- Knowledge of Salesforce CRM a plus.
- Bachelor's degree preferred.
Interested candidate can call on +91 99531 38435 and apply here for further process
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