About the company:

Built by ex-ad-tech experts, our client offers a future-proof Co-op Marketing (Hyperlocal) Operating System - accelerating digital transformation across Enterprise Brands & its Channel Partner ecosystem. It is an Enterprise B2B SaaS startup, based out of Pune, India. Several Enterprise OEMs across Auto, Retail, and CPG verticals and 7000+ Channel Partners are leveraging this platform to digitize Co-op Marketing budgets to personalize & localize Shopper experience at scale.

Role Introduction

The position serves as a key member of the Global Customer Success team. As a DSM, you will have the responsibility of engaging with Dealers/Outlets and nurturing revenues via trust-building, promise delivery, cross-sells, and up-sells. DSM should possess a strong drive to deliver client value & results. DSM will undertake a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and managing any gaps on the delivery front. The role will also assimilate & distribute industry insights to client stakeholders. Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively.

What will you do?

- Full responsibility for end-to-end customer engagement including business analysis, managing scope and schedule, delivery & optimization, and client management.

- Be the heart, mind and voice of the client within the organization.

- Work with fully customer-focused and manage very high customer retention/renewals.

- Provide the class customer experience as per the set SLA and other parameters.

- Coordinate and manage a healthy relationship with the cross-functional team (CFT) to run the operation.

- Owner of NPS for channel partners (dealers/outlets/stores/hotels, etc.) of assigned accounts.

- Understanding client expectations and ensuring deliverables are as per client expectations.

- Handle client escalation/requests.

- Proactively suggest and execute initiatives to deliver customer delight.

- Proactively identify issues, highlight and resolve them systematically, and be the POC for channel partners.

- Enforce adherence to systems and processes across all steps, and ensure relevant cross-functional reporting.

- Conduct training sessions, collect and analyze channel partner feedback, and proactively connect with channel partners for continuous improvement.

- Conduct business reviews with the right stakeholders.

- Being on top of industry updates from technology, competition & functionality perspective.

Requirements

- You will be a great fit, if you have:

- Experience of 4+ years of ground customer management.

- Excellent communication skills, and experience in handling channel sales partners.

- Basic knowledge of digital marketing.

- Ability to provide step-by-step technical help.

- Demonstrated ability to create, develop, and enhance customer relationships.

- Excellent learning skills, attention to detail, and a bias to proactively resolving issues and being results-driven.

- Team player.

- Takes ownership of his work.

- Ability to build effective relationships with key stakeholders including senior management and channel partners.

- Ability to work in a fast-paced environment and maintain superior service standards.

- Strong data analytics skills. Good knowledge of spreadsheet tools (Google Sheets / MS Excel).

- And most importantly, LOVE customers & strive for every inch of their satisfaction.