What you must know?

Customer Success is one of our differentiators. In this role, you will be the customer champion and continually improve the experience for the customers. Customer Success team is responsible for managing customer happiness ensuring SLA’s are adhered to on a day-to-day basis with a high level of customer focus and drive various customer experience initiatives across the organization

Roles & Responsibilities

Have the obsession to drive a better customer experience through everything that we do here at Screen Magic by maintaining relationships with customers by regular interactions.
Complete ownership of account management and revenue management from a portfolio of assigned clients and ability to meet/exceed financial and unit sales goals.
Measure and analyse existing accounts for opportunities to improve the customer experience, and working on the account growth strategy for clients, i.e. retain client’s quarter on quarter and strategize to grow revenue by influencing client strategy by cross-selling and up-selling new market opportunities, products, etc.
Take ownership and getting things done in the stipulated time, Track and resolve key client issues proactively, and manage expectations internally and externally.
Provide inputs to the product/marketing on innovative ideas to increase brand recall and sales. Handling all commercial activities for clients, working with operations and finance teams.
Thrive Together - be a team player. Work closely with cross-functional teams to ensure an exceptional customer experience
Maintains professional and technical knowledge by organizing training & on-boarding sessions for clients.
Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth, in-turn reduce churn.
Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Engineering.
Work with customers to ensure they are leveraging Product solutions effectively and finding value in our services and Preparing documents around best practices, and building case studies
Monitoring and communicating campaign progress through regular activity reports, using this knowledge as a basis for future campaigns
Teaming with partners to build pipelines and close deals

What will qualify you for this role?

To succeed, you will need a flexible skill set, including the ability to think strategically, execute tactically, and collaborate across many teams, levels, and situations.

Minimum 5–7 years hands-on prior work experience with SaaS sales, Salesforce or other CRM experience preferred with successfully delivering results in a fast-paced and dynamic business environment.
We look for excellent communication skills, ability to bring clarity to complex customer problems.
Should be a good data analyser - Should be able to study the data of your customers & suggest customer success strategies.
Customer Focused - Should be extremely customer-centric.
Analytical approach to problem-solving and a track record of driving results through continuous improvement.
Effective Communications & Interpersonal skills. English language proficiency required.
A strong solution focus and be comfortable working in an environment which demands strong deliverables along with the ability to identify problems and drive appropriate solutions
A true hands-on approach as well as the ability to successfully monitor the "pulse" of the customer to ensure a high level of Customer success

Customer Success manager