Customer Success Manager - IT/HRTech

What Makes You a Great Fit for The Role at Spottabl?

You're Awesome At :

- Customer retention skills and execution mindset with right delivery and talent supply solutions.

- Researching on what Customer needs and upselling our value propositions.

- Establishing connections with partners ranging from recruiting professionals to Business Leaders.

- Imply advisory style in your engagement and problem solving through product led understanding and know-how.

- Analytical mindset with a - can-do-attitude.

- Implementing sense of urgency in recruiting operations

- External facing and research bent of mind to drive that intelligence for internal customer success touch-points.

- Communicating clearly and with empathy to become a trusted advisor for our clients.

- Ensuring on time client delivery

Your Academic Qualifications -

- Graduation in Engineering/ Computers/ Information Science or similar will be highly valued and will be relevant.

- MBA / PG in Business Administration from reputed institutes will be highly appreciated.

- Management studies through formal or informal education or learning background

- Operational and Business Strategy education background

You'll Be Improving & Responsible For :

Customer Onboarding and Adoption:

- Demo to all SPOCs at Client side and ensuring clarity on all offerings of Spottabl

- Required information gathering for a successful and standard onboarding for all enterprise clients of Spottabl

- Educate and train customers on the best ways to use our products, and its new features.

- Ensuring the Backend delivery team and Account Management is aligned.

- Ensure Low touch but a trust driven experience to hit the first successful milestone on every transaction on our platform for customers

- Improve Client and Account Leads Efficiency with structured touchpoints and proactive engagements to iron out the engagement

- Serve as the voice of the customer and provide internal feedback to product, tech and the content team resulting in a holistic user offering

- Customer Success : With Renewals and incremental revenues

- Ensuring talent discovery related transactions on the platform are on track

- Drive the Customer Delivery lifecycle in partnership with Account Leads/Delivery Leads.

- Owning Accounts' revenue and adoption success metrics

- Be a conduit between the Client and Delivery team on guiding them from time to time.

- Following right frameworks of achieving regular success metrics of clients by creating - Wow- experience each time

Customer Retention:

- Regular analysis and identify gaps in the customer's recruitment setup and regularise the processes to achieve the business commitments through the product for the customers.

- Successfully manage Spottabl's customer retention program to renew accounts at high

- Reduce the risk of churn with each client account, each delivery transaction.

- Grow average deal value per account

- Follow regular engagement mechanisms to effectively know overall recruitment needs and current practices of the customers; advise them on leveraging Spottabl's features to guide them on cost and time efficiency solutions time to time.

Your Experience Across The Years in the Roles You've Played :

- Minimum 4 years in a customer facing role in a consulting or account management environment is a primary preference.

- Overall 6 years of professional experience in a high growth SaaS and Customer centric business setups.

- Contextual understanding of every recruiting stage is key to drive this role successfully.

- Customer success metrics and customer engagement experience of handling more than 10 Clients in parallel.