Manager - Customer Success - Wellness/Recruitment/Travel (5-8 yrs)
Customer Success Manager
Location : Mumbai
Experience : 5 to 8 Years
Must-Have :
- Experience in Customer Success & portfolio management
- Experience in Dealing with HR Fraternity
- Experience in cross-selling/ UP selling incorporate
Experience Required :
- 5+ Years in Account and Relationship Management roles and managing a team of 1-2 individuals is a must
- B2B Experience is a must
- Working with the HR community and having experience in wellness/recruitment/travel solutions is mandatory
Job Responsibility :
- At we define customer success basis the following focus areas.
- Build and expand penetration and impact in a portfolio of accounts (Trusted partner)
- Ensure 20-30% growth in revenue within the portfolio (Cross-sell, upsell)
- Ensure 98% Renewal of revenue in the portfolio
- Drive strategic relationships and collaborate with customers in driving utilization of our platform and services basis benchmarks and metrics
- Become a trusted partner and generate 4.5+ CSAT Scores for the portfolio of accounts
- Create case studies and referral sponsors from your portfolio- which can impact indirect brand and sales
- Penetrate deeper into accounts/sponsors
- Co-ordinate and collaborate and ensure customer delivery and customer success
- Adhere and drive automation and process-driven customer delivery
- We think how you do something is as important as what you do hence:
- Ensure processes are followed key indices are met
- Being organized and efficient is critical
- Being conversant with tools and digital approaches to deliver outcomes is key
- Ensure the teams are trained on becoming consultative and product-oriented and are able to provide high levels of partnership and advice in Emotional well-being for the Sponsors
- Leverage data and provide insights and innovation
- Collaborate with various teams to ensure innovative and impactful service delivery
- Create right metrics present impact and deliver outcomes for sponsors
- Leverage data to cross-sell products and innovation ideas for customers
