Customer Success Manager

About the Role

We are looking for a Customer Success Manager to provide support, nurture relationships and expand business for 400-500 Tier 5 enterprises to promote these orgs higher Tiers. A CSM would be assigned 150-300 orgs depending upon the workload. Tier 5 orgs are enterprises that currently behave like an SMB w.r.t purchase pattern, ticket sizes, engagement from sales team and are likely to have a client connect at junior to mid-management level.

About Career growth within the team, a CSM would gradually move up the ladder and start managing Tier 1 - Tier 4 clients and would eventually work directly w/ Pod leads/CSM head in big accounts management.

Responsibilities

• Ensure reactive and periodic recruiter level connect to keep pulse of the account

• Extensive telephonic outreach to recruiters/admins as per outreach SOP (when to call? Whom to call? How to resolve the client’s issues and grow Apna’s business?.
• Understand the reason for low consumption/NPS and mitigate the issues either by self or via Priority support team (Subject matter specialist)
• Maintain tight documentation and close loops on red flags and periodically share “Voice of Customers”

• Own Net revenue Retention (NRR) for respective orgs

• Focusing on existing accounts with a client centric retention strategy - identify the right product for a role x city x # hires requirement, pitch a right product to maximize value for money
• Identify the need for training and creating timely tickets for product webinars, share tutorial videos on WA
• Identify & analyze the clients requirements & propose customized solutions for talent acquisition / branding needs.

• Support large sales by ENT Pod lead

• Periodically highlight big upsell/cross-sell opportunities to Pod leads - to be done via finding right decision makers in the org.
• For selective clients, perform sales analysis, usage review and planning vis-a-vis product analysis on a monthly basis - find usage patterns, discovery of hiring patterns, share of other digital platforms (naukri, WorkIndia, Shine, Monster etc.)
• Manage complex sales situations & acquire clients based on - value based selling.

• Closely monitoring of competitor activities and assisting in planning counter strategies