Job Details


TL - Customer Success

  • 4 - 8 years
  • Bengaluru/Bangalore
Industry :
Internet / Ecommerce
Functional Area :
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Quote job ref: 217670

Job Description
Key Responsibilities
•Lead the Customer Success team for B2B Services in India to consistently out-perform by ensuring targets on upsell, cross-sell and retention are met on a Monthly, Quarterly & Annual basis.
• Own the development, success and management of the CSM Team including coaching, analysing and mentoring team as a group of high bar performers
• Create & articulate a compelling engagement calendar for Key Accounts in coordination with the marketing team.
• Gather and share systematic feedback and information on local trends including competitor insights, customer needs, sales, product and marketing information.
• Collaborate with various teams around the world (sales, marketing, partnerships, operations, product) for driving improvements in process, product & communication and be the voice of the customer.
• Develop long-term strategic relationships with key stakeholders
• Growing the company’s capability in financial services industry and develop the vision and plan to execute a go-to-market strategy, collaborating with the analytics, business development managers, sales and delivery teams for developing offerings and cross-selling to existing clients and prospects.
• Build business success case studies and draft various business reports including weekly and monthly business reviews

• In addition, manage key client relationships through a consultative approach as a business partner, prepare and implement account development plans, understand the intricacies of our services and partner networks thoroughly to meet our clients’ needs and translate these opportunities through upsells • Have the passion and drive to exceed strategic and financial targets.

Skills, Qualification and Experience
• A Master’s degree, preferably in business or communications
• Strong written and verbal communication skills, with expertise in presenting business cases
• 10 years of overall experience, including 6+ years of key account management, business development or other relevant experience.
• Ability to see the big picture, understand the key drivers of the business and how they relate to each other to drive profitable growth
• Data oriented, possesses a high level of attention to detail with strong analytical and business reasoning skills
• Ability to make decisions in a changing environment, anticipate future needs and drive results
• Proven ability to manage and develop medium to large teams.
• Flexibility to travel within the country and internationally as relevant.

The following would be considered a plus for candidates:
• Experience in the Payments and Banking industry
• Experience with digital marketing, affiliate marketing, social media
• Experience with data analytics & BI tools
Key Skills
customer success
customer growth
customer service
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