Job
Description
Customer Success Management - Head (Cpaas Business).The Impact you will create in the Job:The leader will own the full responsibility for 100% retention, organic growth and inorganic growth ofstrategic accounts, new accounts balancing well on the nature of time/effort/ results thatis needed to ensure the success of the customer. The leader is expected to have abalanced approach toward all customer and ensure that each stakeholder managing theteam are getting the right amount of care for success.The leader will be working across the organization to get his or her success- a matrixworkload will involve working with engineering, support, sales, and other functions toget things done.CSAT and NPS are critical metrics and Churn is something Netcore prefers to be zero,hence the leader will have these as metric measurements on a monthly basis. You will drive client retention, customer satisfaction, upselling and cross-selling. Understand technical roadblocks and make recommendations on solutionimplementation and core integrations to clients using Netcore to overcome them You will be the voice of the customer when engaging with internal teams Collaborate with a team of experienced professionals and driving them in theemail/sms/whatsapp/rcs marketing space towards retention and growth with a customer-centricapproach. Maintaining and expanding on excellent executive client relationships as well asbuilding strong internal relationships across the departments to deliver superiorperformance. Investigate the core of the problem and suggest a long-term solution to it. Work on strategy in generating and developing business growth opportunities,creating new opportunities. Focus on Growth + Engagement Work with internal account teams to identify and resolve renewal risk, identifyexpansion opportunities, build strategies to drive further customer adoption Monitoring and managing the accounts to ensure >100% NRR for the clients andextending end-to-end support throughout the customer lifecycle.What we look for?Exp : 10 - 12 Years Transformational talent who shows leading attributes of Problem solving,Efficiency, Passion and Self direction. A true partner and a concierge for our clients who can go out of his/her way to meettheir KPIs. Understanding of roles and responsibilities within organizations to understand whodoes what at a high level to involve the right people, at the right time Strong analytical skills, in-depth knowledge about the communication channels and themarketing automation space. Build and maintain relationships internally and externally with ease and manageexpectations. 10 -12 years of experience in a client-facing/account management role- Strong understanding of [specific technologies, protocols, or platforms] such as APIs, email deliverability, cloud infrastructure, etc.- Ability to interpret and explain technical concepts to business stakeholders.- Comfort in working with engineering/product teams and understanding technical documentation. Business savvy approach with consultative, problem solving, and issue resolution skillsand works calmly under pressure. Self-motivated, Self-starter and strategic mindset, quick learner.Why Netcore?Being first is in our nature. The first and leading AI/ML-powered marketing automationenabling better customer engagements for businesses of all sizes with cutting-edgetechnologies that include AI, automation, top-notch product experience, customer dataplatform, communication API and multi-channel client engagement options, - acomprehensive customer experience platform to enhance and exhilarate the clientjourney.Netcore has a perfect combo of experience as well as agile mind. We are currentlyserving more than 70% of B2C Unicorns in India and 5000+ brands across 18 countries,making us among the top-rated marketing automation suite for enterprises.Headquartered in Mumbai, we have our global footprints across 10 countries worldwide.Being certified as a Great Place to Work for three consecutive years only reinforcesNetcore s principle of being a people-centric company - where you will not be just anemployee but a family member of the organisation. A career at Netcore is more than just a job it s an opportunity to shape the future. Formore information, please visit netcorecloud.com or follow us on LinkedIn.What s in it for you? Immense growth, continuous learning and consult the top-notch brands Work with some of the most innovative brains Opportunity to explore your entrepreneurial mindset Open culture where your creative bug gets activated.
