Plobal Apps - Customer Success Manager

Plobal Apps is a leading mobile commerce platform for the world's best e-commerce stores - www.plobalapps.com. Our vision is to help businesses increase sales, revenues and customer loyalty using fully native mobile apps and other m-commerce solutions.

Currently integrated with Shopify, we are now looking at rapidly scaling our teams across various platforms which include, Big Commerce, Magento, and Salesforce Demand Cloud etc.

As we are scaling at a rapid pace, you will be responsible for ensuring that our customers are extremely successful using our product. Ensure a seamless journey from Adoption to Engagement to Revenues to Retentions and Referrals for each customer.

PROFILE OVERVIEW

The Customer Success Manager engages and retains Plobal Apps customers by helping them make their mobile app strategy incredibly successful. As a Customer Success Manager, you will serve as the principal point of contact for multiple customer accounts globally to drive adoption, retention, renewals, customer satisfaction, engagement and growth.

This is a high-profile customer-facing role requiring outstanding relationship management skills and technical acumen. You provide data-driven decisions, support and business intelligence that is timely, accurate, and actionable.

You will work closely with the sales and product teams to ensure that new accounts are on-boarded effectively and existing accounts have the resources, training/consultation and support to achieve their desired results.

The ideal candidate should possess a strong customer success background with 5+ years of experience in SaaS Products.

As a Customer Success Manager, your role will have a significant impact on the growth of Plobal Apps as an organization.

Job Title - Customer Success Manager

Experience: 4 - 7 years

Location - Baner, Pune

Shift - 6:00PM - 3:00AM

Responsibilities:

- Create a complete customer success process and team to drive retention, renewals, adoption, training, on-boarding, customer satisfaction, engagement and growth

- Increase customer satisfaction by understanding business needs, on-boarding and training and to facilitate additional help and resources, as applicable through the customer journey.

- Serve as the primary post-sales point of contact with customers. Create strong relationships and work with customers to establish and achieve critical goals, or other key performance indicators along with providing regular feedback at every step of the customer journey.

- Track and monitor customer activity and usage patterns to identify churn risk and work proactively to eliminate churn risk

- Act as an escalation point for customers to drive problem resolutions in a timely and proactive manner

- Maintain a deep understanding of our product and industry knowledge to be able to tell customers about the most relevant features/functionality for their specific business needs

- Serve as the voice of the customer and provide internal feedback on product improvements, feature requests and bugs.

- Document all communication with users and accounts accurately and in a timely manner via various tools. Ensure that issues are escalated appropriately to internal departments and management.

- Regularly update all training materials, resources, FAQ's etc.

- Upsell and Upgrade Customers, as applicable

Required Experience and Skills:

- Minimum 2 years of Customer Success, Account Management, Customer Service & Training

- Past experience of setting up customer success divisions

- Strong written and verbal communication skills with a good technical aptitude.

- Proficiency in ecommerce and mobile products is a plus

- Prior Experience of working with a SaaS company is mandatory

- Good understanding of web applications, mobile applications and marketing tools would be preferred

- MBA Graduates would be preferred

Salary offered - 9-13.5 LPA