Assistant Manager - Customer Success - Online/Internet

Work from office - 5 Days

Location- Udhyog Vihar, Phase 2.

Role Description

We see your responsibilities:

- Responsible for driving the key metrics related to client account and delivering a superlative experience/active communication to the customers and year on year growth

- Establish working relationships with customers' business lines and other key stakeholders to define requirements.

- Work with clients directly on all levels: technical, business, support, including providing added value through structured conversations.

- Identify customer needs, provide customer insights and collaborate with cross-functional teams to provide solutions for those customers

- Perform thorough quality assurance of deliverables and ensure reliability and quality from start to finish.

- Carry out pre-go live checks and gain customer acceptance on system configuration

- Support the team lead in identifying new business opportunities forecast numbers and growth/upsell and cross-sell opportunities in the portfolio

- Aligning to Customer Success processes and ensuring that all documentation and operational tasks are completed in a timely manner.

- Maintaining healthy and active client communications and ensuring that tickets are closed in the committed TAT

- The complete responsibility of financial health of the client ensuring that we have zero churns.

- Co-owning work on special projects/ client requests / new features

- Being proactive and supporting Team lead in ensuring client agreement and pricing negotiations and done before the previous agreement lapses.

- Support and lean on the TL for working on analysis and Insights/ EBR, QBR and OBR's.

What we require:

- Minimum education qualification - Bachelor's Degree from a reputable institute.

- Relevant Work Experience of 2-4 Years in digital planning & servicing preferably focused on digital media including performance-based campaigns through Google's Advertising Platforms / Mar-tech / Ad-tech firm.

- Post Graduate Degree in Management will be an advantage.

- Excellent pitching & presentation skills.

- Candidates who have an experience in a SAAS business will be preferred.

- Proficiency in MS Excel, PowerPoint and Keynote; conceptual understanding of SEM/Google Analytics/AdWords a huge plus

- Social, has strong relationship building skills, is flexible and comfortable with ambiguity

- Excellent communication and analytical skills