Job role: Customer success manager

Exp: 3-10 years

Shifts: 3:00 AM - 1:00 AM

Location: Gurgaon (work from office)

About Trademo

- Trademo is a Global Supply Chain Intelligence SaaS Company, headquartered in Palo-Alto, CA. Trademo collects public and private data on global trade transactions, sanctioned parties, trade tariffs, ESG and other events using its proprietary algorithms.

- Trademo analyzes and performs advanced data processing on billions of data points using technologies like Graph databases, NLP and Machine Learning to build end-to-end visibility on Global Supply Chains. Trademo's vision is to build a single truth on global supply chains to help large and small businesses - discover new commerce opportunities, ensure compliance with trade regulations and build operational resilience.

- Trademo last closed its $12.5 mn Seed Round from marquee Silicon Valley VCs. Trademo has been founded by Shalabh Singhal who is a third-time tech entrepreneur. Shalabh last co-founded ZipLoan. ZipLoan is a leading fintech lending startup in India.

- He earlier founded Credence, a Data-driven Digital Marketing, CRM Product and Sales Solutions company. Shalabh is an Alumni of Goldman Sachs, IIT BHU, CFA Institute USA and Stanford GSB SEED.

Website

https://www.trademo.com/

What you will be doing here:

- Serve as a trusted advisor and partner to customers by delivering exceptional customer experiences and sustained value.

- Strategically map Trademo's value to the urgent and relevant goals of the customer.

- Proactively manage a portfolio of Trademo's customers ensuring successful onboarding, adoption, retention, value realisation, and growth across the entire customer lifecycle.

- Gain insight into customer goals and expectations and work to decrease the time-to-value across your portfolio while advising customers on best practices.

- Build strong customer relationships by maintaining high levels of engagement and communication through quarterly business reviews.

- Perform data-driven reviews and analysis on customer usage and needs to prioritize opportunity and risk.

- Drive customer advocacy in the form of references, referrals, and case studies.

- Bring your thinking, strategies, and ideas to advance our company's values, unique culture, and vision for the future.

- Be available for phone calls and meetings with customers and team members in other time zones.

- Be the voice of the customer as you partner with sales, product, engineering, and marketing to deliver a best-in-class customer experience and product value for your portfolio.

- Provide operational oversight of the business to deliver on targets and KPIs. Actively manage and forecast churn, renewals, and expansions.

- Help identify and build great customer success practices that will scale across a growing team.

Skills Required:

- 3+ years of experience in Account Management or SaaS Customer Success roles

- Must have a proven track record of success in customer retention and growth in the software industry.

- Passionate about driving exceptional customer experience

- Prior experience in Global Trade/Supply Chains/Trade Data Intelligence would be preferred

- Unrivaled sense of autonomy, ownership, and dedication to helping customers realize their intended value

- Energetic and self-motivated; a team player who is also a proactive and creative problem solver

- Exceptional organizational, presentation, and communication skills - both verbal and written, with the ability to multi-task a high volume of opportunities at all times

- Have a sharp focus on their goals and a belief that their daily, weekly and monthly activities will help achieve them

- Develop and maintain relationships with clients by building personal credibility and solid trust

- Working knowledge of Salesforce.com and various Customer Success tools

- Undergraduate degree (BA/BS)