Info Edge - Customer Engagement Role

What is expected of you?

As a Customer Engagement (CE) professional, your role is focused on managing relationships with our newly onboarded clients. You will also be responsible for ongoing care and growth opportunities. You will be expected to feed into the continuous improvement of our process, products, and service to Partnerships and Clients as we scale. You will work closely and cross-functionally with all teams across the business including sales, implementations, data insights and engineering.

Job Description

- Educate customers on how existing and new product features/functionality will contribute to the growth of their business.

- Be the Voice of the Customer - identifying and quantifying the key factors for Customer Engagement and then communicating them effectively to drive the solutions provided by Zwayam and develop a plan to meet said criteria based on regularly cadenced communications with your Customer (QBRs, Executive Meetings, etc.)

- Bring intelligent and relevant product feedback and recommendations from customers back to the Product Management team

- Develop an intimate understanding of your customers' business.

- Enlighten our customers with insights gleaned from their own data and industry trends.

- Ensure customers get maximum value from Zwayam by leveraging full platform functionality.

- Liaison between your customers and the internal Zwayam team.

- Interact with clients to understand their specifications.

- Create and educate customers on best practices.

- Empathy towards the customer.

- Work with sales team on upsell/cross-sell and formulate a renewal plan.

Requirements

- 3+ years of experience in Customer Success/Customer Facing role or Account Management in a SaaS company

- Excellent organizational skills and ability to juggle multiple projects at any given time.

- Great problem-solving skills, taking a consultative approach to find the best solution.

- Excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users.

- Comfortable giving presentations to groups of any size.

- Strong mind for understanding and presenting data (Data visualization).

- Comfortable in Microsoft tools like excel and PowerPoint.