Key Parameters

- India Night shift (6.30 pm - 3.30 am)

- 5+ years of experience

- Ability to travel to US 3 times per year for 3 weeks each - Has US visa

- Prior experience in meeting and interacting with US customers

- An educational degree in engineering, Marketing or business from the United States is preferred

Salary range: 14-20 lakhs base + 5-8 lakhs in incentives

Description : 

Senior Manager of Customer Success (SMCS) is a key position .

- SMCS will be responsible for keeping and growing existing customers in North America. Working closely with marketing, sales and engineering, his team will be responsible for taking over the account after an agreement is signed and taking it to a successful launch. Then his team will get the account to upgrade and generate more revenue.

- SMCS will also be responsible for working with the Data Sciences team to generate insights for the customer to use. SMCS will be an expert on solving Client problems related to the product

- The working hours will be in the US Eastern timezone (6.30 pm to 3.30 am IST). You may be required to come early to office for status update meetings with the day shift team 2 days a week.

Objectives : 

SMCS's success will be measured on the increase revenues generated from existing customers.

Success Metrics : 

- Revenue increase from existing customers

- Positive Customer Reviews generated on review sites

Job Responsibilities : 

- Customer Success Manager (CSM) training, management

- Getting on Client calls

- Traveling to the US to meet customers

- Streamlining launch and maintenance processes

- Understanding technical integrations and responding to Clients

- Upsell to Client (additional services, features)

- New promotions, announcements to Clients

- Quarterly Business Reviews with Clients

- Working with Data Sciences team to generate reports

- Weekly reporting to the Executive Team

- Documentation and Support

Job Requirements : 

- 5+ years of proven B2B account management experience to customers in North America

- Prior experience in meeting customers in North America

- Strong project management skills and ability to manage and prioritize several active Client deployments

- Strong presentation skills - Ability to present to clients

- Capable building positive relationships at a senior level with Clients

- Excellent written and phone communication skills with North American Clients

- Strong attention to detail

- Proactive, well organized and self-motivated

- Experience or knowledge of online marketplaces and e-commerce preferred

- Prior management experience preferred

- Prior software engineering background preferred.

- College Degree from the United States strongly preferred

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