About Us: (https://itilite.com)

ITILITE is a SaaS company that offers an end-to-end travel management platform to businesses. Over 200 companies including multi-sector conglomerates and tech-forward companies in India, USA and South East Asia including Jockey, RPG Group, Toshiba JSW, Ola, Swiggy and Capillary Technologies use ITILITE's platform to move their employees with superior experience, better processes and higher savings.

Founded in 2017, ITILITE aims to use technology to bring convenience, efficiency, and innovation to corporate travel. We offer integrated travel, expense, and rewards management platform to corporate, which makes their employee's life simpler, and makes the process more efficient.

ITILITE has been declared as the #1 Travel & Management company in Asia, and in the top 10 in the world by G2, the leading Global Enterprise tech review platform. ITILITE was declared a winner in the Enterprise Product category at NASSCOM's Emerge 50 Awards for 2020, as well as the winner of the 13th TiE Entrepreneurial Excellence Awards.

To know more about what ITILITE does look at - https://youtu.be/_aqLVaOYCkQ

Role- Customer Success Manager

Location: Bangalore

ITILITE is looking for a Customer Success Manager to be a part of our mission to use technology and data to bring corporate travel to the 21st century.

- Be a thought leader for the company and the customer success function

- Work with a cross-functional team (spanning Sales, Product, Engineering, and Finance) and be responsible for nurturing existing customers.

- Build systems / processes to track user activity (especially adoption of our product), diagnose potential problem areas, and coordinate with other teams to resolve these issues Execute content / feedback campaigns to engage users, and increase their activity on the platform

- Schedule & conduct regular reviews with customer's key stakeholders to demonstrate value & successfully renew accounts.

- Analyze customer data to improve customer experience

- Establish clear retention goals and process milestones for the client and employees to work toward

- Promote the value of the product and cross sell and upsell services and products of ITILITE and promoting value through customer experience

- Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company

- Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs

- Optimize existing processes within the company and actively enhance all Customer Success initiatives

- Understand customer outcomes by communicating with customers, analyse customer health metrics, run NPS and gather other feedback via Intercom and Survicate.

- Represent the voice of the customer to provide input into every core product, marketing and sales process

- Collaborate closely with team members support renewals and expansion opportunities

- Collaborate with the engineering and development team to set up or configure our software platform as per customers- requirements and troubleshoot technical issues raised by customers

- Gauge customers- levels of engagement with the company and provide feedback to the other teams regarding product and service improvements

- Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base

- Being the main point of contact between the company and a number of named enterprise accounts.

The candidate will have high exposure to Founders (both of them IIT/IIM/McKinsey). Join the team to be a central part of an exhilarating scale up phase.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.