Customer Advocacy: Act as the advocate for the company
Own the customer relationship and positively influence them towards organizational business
Maintain high satisfaction levels / NPS scores in their customer accounts.
Seamless Delivery: Ensure quality deliverables as per committed timelines
Manage client deliverables while overseeing internal team delivery to meet client expectations.
Work with cross-functional teams to define & design exact specs of the customer delivery requirements.
Drive Outcomes: Plan for and achieve RoI metrics
Determine key metrics for their customer account to achieve RoI outcomes.
Gather feedback on the functionality and user experience from customers and end consumers. and work with concerned teams in partnership with the Product team to make improvements and/or fix bugs.
Collaborate with the Engineering, Design, and Product teams at all points of the customer lifecycle to ensure that the delivery meets business outcomes.
Upsell & Cross-sell: Drive expansion of customer contracts
Upsell and/or cross-sell platform capabilities to achieve expansion in existing customer accounts.
Maintain high renewal rates to ensure recurring revenues from their accounts.
Stakeholder management: Maintain relationships with both internal & external stakeholders
Serve as the face of the company with the customers and act as the voice of the customers for the internal teams.
Be accountable and communicate with the leadership for all customer account-related actions.
Influence key stakeholders across the organization to align intent and prioritization.
Customer onboarding: Educate customers on platform capabilities
Work with the Sales team to communicate key features of the platform to the potential customers in order to achieve closure on client acquisition.
Partner with the customer teams in the initial stages to ensure a seamless transition onto the platform.
Job Requirements
Qualifications pertinent to this role are:
Undergrad degree in computer science, engineering, math, finance, or economics.
Master’s degree in business from a top-tier school.
8+ years of relevant customer management or consulting experience in a technology-focused business.
Prior experience in managing technical products or online commerce OR Prior experience in a SaaS or consumer technology environment.
Prior experiences in customer management/account management of Enterprise scale customers based in the US.
Core skills required for this role are:
Be consumer obsessed and come with a customer-first mindset to achieve long term strategic and business goals.
Strong relationships building skills; experience managing stakeholders and partners to drive cross-functional programs.
Ability to communicate clearly and effectively with different functional groups, developers, business owners, and senior business leaders.
Ability to collaborate with and effectively influence remote teams in multiple time zones.
Team orientation and willingness to roll up sleeves to solve complex, dynamic challenges.
Empathetic with a genuine desire to solve customer’s problems.
Entrepreneurial spirit, with a track record for delivering results in fast-moving and demanding environments.
History of managing expectations in complex delivery scenarios.
Basic level of expertise in domains of customer development, coding, UX, design, and analytics.