Client Success Manager- CPL Delivery Team (Telugu and English)

Location: Bangalore

Company Overview:

Lokal - India's largest hyperlocal platform in Indian languages is focussed on building a world-class product for non-english speakers in India by providing them local information, classifieds and evolving with more meaningful use cases every day. We are operational in Andhra Pradesh, Telangana, Tamil Nadu, Kerala, Karnataka, Maharashtra, Gujarat, Punjab and West Bengal with 10M+ downloads as on today.

Our Vision

One platform for all of regional India's needs.

Our story

Lokal(Behtar Technology Private Limited), headquartered in Bengaluru was founded by IIT Alumni, Jani Pasha and Vipul Chaudhary in the year 2018 to build Web 2.0 for tier 2 & tier 3 cities in India. We recently raised our Series A from a global Marquee VC. Lokal also has YCombinator, 3one4 capital, India Quotient, RB Investment as investors.

We are being heard: Tech Crunch, Forbes, Economic Times

A Customer Success Manager focused on client interaction plays a pivotal role in ensuring that clients not only derive value from a product or service but also have positive experiences throughout their journey. Here's a more specific job description tailored to client interaction within the realm of customer success:

Job Title: Client Success Manager

Job Overview:

As a Client Success Manager, you will be responsible for fostering strong relationships with clients, understanding their unique needs, and ensuring their success through ongoing engagement. You will act as the primary point of contact, advocate for clients within the organization, and work collaboratively to address their concerns and maximize their satisfaction.

Key Responsibilities :

Client Onboarding : Lead the onboarding process for new clients, ensuring a seamless transition and understanding of the product or service.

Client Relationship Management : Develop and maintain strong relationships with key client stakeholders.

- Regularly engage with clients to understand their business objectives and challenges.

Needs Assessment : Conduct needs assessments to understand client goals and expectations.

- Collaborate with clients to identify opportunities for maximizing the value of the product or service.

Customized Solutions : Work closely with clients to tailor solutions that meet their specific requirements.

- Provide guidance on best practices and share insights to optimize their use of the product.

Communication : Act as the primary point of contact for client communication.

- Provide regular updates on new features, enhancements, and industry trends.

Issue Resolution : Address client concerns promptly and effectively.

- Collaborate with internal teams, including support and product development, to resolve issues.

Client Education : Educate clients on product features and functionalities.

- Conduct training sessions and provide resources to enhance client understanding.

Client Feedback : Gather feedback on client satisfaction and product improvements.

- Advocate for client needs within the organization.

Renewal and Expansion : Work on strategies to ensure client retention and satisfaction.

- Identify upsell and cross-sell opportunities based on client needs.

Qualifications :

Education : Bachelor's degree in Business, Marketing, or a related field.

Experience : Previous experience in customer success, account management, or client-facing roles.

Communication Skills : Exceptional communication skills with the ability to convey complex ideas clearly.

Empathy : A strong sense of empathy and understanding of client perspectives.

Analytical Skills : Ability to analyze client data and feedback to inform decision-making.

Problem-Solving :

- Strong problem-solving skills to address client challenges effectively.

Proactivity : Proactive approach to client engagement and issue resolution.

Technology Proficiency : Familiarity with customer success tools, CRM software, and relevant technologies.

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