Associate Director Customer Success

Job Description

Associate Director Customer Success About QuickSell Founded in 2017 by Deepak Bhagchandani, QuickSell is a fast growing B2B e- commerce digital enablement platform which has grown fast in the last 3 years and is Used by 1 million plus businesses in 100 plus countries across the globe. QuickSell is an advanced product cataloging, communication and commerce suite built for small businesses worldwide selling different types of visual and design-oriented products like jewelry, clothing, handicraft s, home-decor, etc. enabling them to sell their products seamlessly on mobile. With backing from prominent investors like InfoEdge and Beenext we are empowering 12 Lac+ SMBs across the globe to boost their sales conversion rates using WhatsApp and mobile. Responsibilities: Drive Customer Success Outcomes Increase renewal rates and reduce churn Expand our revenue in accounts through cross-sell and up-sell Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores Drive new business growth through greater advocacy and reference-ability Define and Optimize Customer Lifecycle Map customer journey Develop listening points in journey (e.g., usage, satisfaction, etc.) Standardize interventions for each point in journey Define segmentation of customer base and varying strategies Identify opportunities for continuous improvement Learn from best practices in industry Manage Customer Success Activities About you: You have experience in working in a customer success role, ideally within a SaaS company You have previous experience in managing, growing and getting the best out of a team of CSMs You love speaking to customers and understanding and solving their problems, and have excellent verbal and written communication skills You re happy working in a busy, buzzy environment and are adept at juggling multiple priorities at a time You re tech savvy and have a genuine interest in soft ware and products