Senior Customer Success Manager - IT/Product/SaaS Based Firm

Plobal Apps is looking for Senior Customer Success Manager with minimum 5+ years of Customer Success, Account Management, Customer Service & Training.

Only from SAAS based companies, Product based.

Required Experience and Skills:

- Minimum 5+ years of Customer Success, Account Management, Customer Service & Training

- Past experience of setting up customer success divisions

- Ability to create and manage a team of 2-3 executives

- Strong written and verbal communication skills with a good technical aptitude

- Prior Experience of working with a SaaS company is mandatory

- Good understanding of web applications, mobile applications and marketing tools would be preferred

- MBA Graduates would be preferred

PROFILE OVERVIEW

The Customer Success Manager engages and retains Plobal Apps customers by helping them make their mobile app strategy incredibly successful. As a Customer Success Manager, you will serve as the principal point of contact for multiple customer accounts globally to drive adoption, retention, renewals, customer satisfaction, engagement and growth. This is a high-profile customer-facing role requiring outstanding relationship management skills and technical acumen. You provide data-driven decisions, support and business intelligence that is timely, accurate, and actionable.

You will work closely with the sales and product teams to ensure that new accounts are on-boarded effectively and existing accounts have the resources, training/consultation and support to achieve their desired results.

The ideal candidate should possess a strong customer success background with 5+ years of experience in SaaS Products.

Responsibilities:

- Create a complete customer success process and team to drive retention, renewals, adoption, training, on-boarding, customer satisfaction, engagement and growth

- Increase customer satisfaction by understanding business needs, on-boarding and training and to facilitate additional help and resources, as applicable through the customer journey.

- Serve as the primary post-sales point of contact with customers. Create strong relationships and work with customers to establish and achieve critical goals, or other key performance indicators along with providing regular feedback at every step of the customer journey

- Track and monitor customer activity and usage patterns to identify churn risk and work proactively to eliminate churn risk

- Act as an escalation point for customers to drive problem resolutions in a timely and proactive manner

- Maintain a deep understanding of our product and industry knowledge to be able to tell customers about the most relevant features/functionality for their specific business needs

- Serve as the voice of the customer and provide internal feedback on product improvements, feature requests and bugs.

- Document all communication with users and accounts accurately and in a timely manner via various tools. Ensure that issues are escalated appropriately to internal departments and management.

- Regularly update all training materials, resources, FAQ's etc.

- Upsell and Upgrade Customers, as applicable

About the company

Headquatters: Pune, IN

Employees: 50

website: http://www.plobalapps.com/

Plobal Apps is a leading Mobile Commerce Platform. Our platform enables e-commerce stores using Shopify to create fully native mobile apps for both Android & iOS Mobile phone platforms.

www.plobalapps.com

Plobal apps platform includes features such as a Apple Pay, Shopify BUY-SDK Integration, Native Mobile Checkout, Discount and Promotional Coupons, Push Notifications, Android Pay, Other App Marketing Tools and lots more that can help you increase conversions and revenues using native mobile apps

We help e-commerce stores:

1- Increase sales by creating a beautiful mobile app that your customers will love!

2- Increase conversions by upto 120% compared to your mobile website

3- Seamless integration with your Shopify Store. Easy setup in 5 minutes. No coding required!

We have over 2 years and 1000+ apps worth of experience which gives us insights into what works and what doesn't. We've brought these insights to our platform and every client relationship, showcasing successful results.

You can view our Shopify App Store Listings: https://apps.shopify.com/plobalapps-mobile-application

Our Customers Love Us. Checkout our reviews here: https://apps.shopify.com/plobalapps-mobile-application#reviews-heading

Talk to Shopify Mobile App Experts and they'll guide you with:

1- Analysing if your eCommerce store is ready for a mobile app

2- Identifying the ideal mobile app growth strategy for your business

3- To setup and customize your mobile app

4- Highly recommended organic App Marketing Strategies especially tailored for your business

5- And lastly, simplify the entire app development process and make it as easy as possible for you

Specialties

Mobile App Development, Mobile App Consulting, mCommerce, Mobile Commerce, Mobile Apps, Shopping Apps, Shopify Mobile Apps, Mobile E-Commerce