Meritto - Associate Manager - Customer Success

Associate Manager Customer Success

Position Overview:

- Proactively engage with customers right from the time of inception throughout the entire life-cycle of the customer which includes strategic and tactical guidance, client on-boarding, usage tracking, consultancy, training, meetings, workshop, upsell and renewal

- You must have high levels of self-motivation, excellent relationship management and the ability to communicate with both technical and business stakeholders.

- We promise to offer a lot of challenges, opportunities to learn & grow at a fast-paced environment.

Following is a detailed description of the Job role-

Key Roles & Responsibilities:

- Gather requirements from clients, Suggest Product Solutions, coordinate with other teams to ensure seamless Implementation

- Frequent traveling at client locations for product training, and adoption purposes

- Have deep product knowledge of all product lines. Ability to showcase product demos and work out solutions for business use cases using best product fit.

- Work with internal cross-functional teams (Product, Sales, Marketing, Product Marketing, Finance, support, etc.) to ensure customer issues/ solutions are addressed

- Review ongoing product usage, account health, risk assessment, industry trends, customer trends, and competitor landscapes; Identity upsell/cross-sell opportunities,

- Provide actionable insights to decision-makers to influence strategy and performance - Ability to effectively prioritize and execute tasks in a fast-paced environment

- Manage overall customer success to ensure high retention and renewal rate.

- Act as a bridge between the company and the client.

Desired Candidate Profile:

- Should be highly comfortable in the fast-paced, high-growth startup environment

- Excellent written and verbal communication skills. Excellent interpersonal skills to interact with the clients.

- Ability to quickly gain the clients' trust, demonstrate ownership for the clients' issue, problem-solving skills.

- Proficiency in Excel and report generation.

Eligibility Criteria:

1. Post-Graduation (MBA/PGDM) preferred.

2. Mandatory degree in Computer Science/IT (B.Tech/B.E/BCA/MCA).

3. 2+ years of relevant working experience required preferably in digital marketing/education domain/SaaS-based organizations.