LeadSquared (www.leadsquared.com) is looking for highly motivated and experienced senior Customer Success professional to own portfolio of its customers from North America. The responsibility includes solution design and implementation (of LeadSquared application), onboarding &amp; training customers, driving adoption, customer engagement, renewals and retention management and customer satisfaction. Who we are? LeadSquared is a leading Sales Execution and Marketing Automation platform used by over 900 businesses worldwide to automate their New Sales, Renewals/Upsells and Field Sales processes. Customers control the buying process in the digital economy. Traditional CRM and marketing systems are old school in serving the needs of high velocity sales processes. LeadSquared offers next generation, AI enabled automation process engine that helps organizations automate, analyze and optimize their sales and marketing processes. LeadSquared has been recognized as one of the fastest growing companies in the world : - Among Top 50 fastest growing tech companies in India as per Deloitte Fast 50 programs - Among Top 100 fastest growing companies in FT 1000: High-Growth Companies Asia-Pacific - Listed as Top Rates Product on G2Crowd, GetApp and TrustRadius LeadSquared is backed by institutional investors like Stakeboat Capital and angels like Jyoti Bansal. Job Responsibility Areas : a. Own end-to-end Onboarding of a new customer. The onboarding includes : - Taking hand-off of Customer Account form Sales / Pre-sales - Conducing kick-off meeting with customers along with Sales /PreSales - Document Customer requirements and getting sign off - Understand the software and tools ecosystem of Customer and come up with best possible ways of connecting LeadSquared to them - Designing the - best- solution around LeadSquared for Customer's business need - Implementing (configuring, customizing, integrating) the solution for the Customer - Preparing the instance for user acceptance testing (UAT) - Training Customers Admin and non-Admin users - Obtaining GoLive after UAT b. Drive Adoption of Product post GoLive : - Measure and monitor product features usage by users and Customers - Do meaningful interventions (review, training, handholding) when adoption is low - Conduct webinars on new features - Help old Customers Adopt new features c. Engage Customers : - Engage Customer base via Automated and personalized messaging (e.g. email) - Run Customer Heath check programs via phone-based ad-hoc or scheduled calls - Setup periodic joint review cadence (like Governance Review) for large Customers - Do in-person visit to key customer every 3 to 6 months. d. Retain Customers, Own Renewals, Expand MRR (revenue) : - Retain existing customer base - Find opportunities to upsell/cross-sell/upgrade in existing Customer base to expand the MRR or recurring revenue - Renew Subscription of existing Customers - Solicit references form existing Customers e. Maintain highest level of Customer Satisfaction : - Maintain Company defined CSAT (Customer Satisfaction) score - Maintain Company define NPS (net promoter score) f. Coordinate with other functions : - Coordinate with Customer Support function to ensure issues and tickets are resolves within defined SLA - Work with Product Management and Engineering teams to help them understand features and UX needs of North American customer base. - Work with PreSales and Sales teams on providing full coverage to new customers during initial few months Ideal Candidate : - Must have a bachelor's or master's degree engineering or technology - Should have 8+ years of experience in similar customer facing implementation and onboarding role in a software product company - Must have last 4 years of experience with Customers from North America - Must have ability to manage multiple clients and projects/task simultaneously - Must exhibit solution-oriented approach when dealing with business process problems - Must exhibit attitude of delighting customers by driving value for them - Must have excellent written and oral English skills - Should have skills on defining and implementing business process using software tools - Should have deep understanding of cloud-based SaaS applications - Should have deep understanding of web &amp; mobile applications - Must be flexibile to travel to USA and Canada at least twice a year - Must be willing to work in the North American Time Zone

Bangalore

LeadSquared - Manager - Customer Success - North America Region 

LeadSquared - Manager - Customer Success - North America Region  ,Job Description for LeadSquared - Manager - Customer Success - North America Region  in LeadSquared in  Bangalore for (8-12) years of experience. Apply Now!

Job Description for LeadSquared - Manager - Customer Success - North America Region  in LeadSquared in  Bangalore for (8-12) years of experience. Apply Now!