Plobal Apps - Senior Customer Success Manager

About Us :

Plobal Apps is a SaaS-based mobile commerce AI product to enable SMBs and Enterprise e-commerce businesses generate new mobile revenues, increase conversions, customer loyalty & retention by launching a fully native mobile app sales channel - www.plobalapps.com

We make it simple and easy for online businesses to scale their mobile app revenues using a vast range of user acquisition, engagement and analytics tools.

Plobal Apps is one of the fastest growing mobile commerce products. We are also the highest rated and reviewed mobile commerce product on the Shopify App Store.

Our clients include: Sniper Gang Apparel, Fashion & You, Yellow Fashion, Bailey's Blossoms, Steiner Sports and thousands more.

Our traction so far:

1 Million+ Shoppers reached

5.5 Million+ App interactions

$8 Million+ New mobile revenues generated for our customers

100,000+ Orders placed via our platform

Highest reviewed mobile commerce app on the Shopify App Store

Customer Success Stories:

Bailey's Blossoms: https://goo.gl/zSQmNA

Zahana.in: https://goo.gl/yDBmXi

Sniper Gang Apparel: https://goo.gl/x7a5Ng

We are looking for an experienced customer success professional with a proven track record to join us as Senior Manager - Customer Success. Most of our customers are based out of North America and hence you will work in the North America Time Zones. Shift Timings: 6:00 pm - 3:00 am

The primary KPIs for the Customer Success Manager are - Customer Health and Satisfaction-, - Account and Revenue Retention- and - Account Growth and expansion- .

Business :

- Develop and evangelize the overall customer success team & processes, both from an operational and strategic level

- Be the face of Plobal Apps to our customers. Have a deep understanding of our customers requirements and articulate solutions that deliver a high impact and ROI to their businesses

- Identify key metrics and triggers of deriving value for customers and other key triggers for customer delight

- Drive product adoption and ensure exceptional user experiences that lead to increasing the lifetime value of the customers

- Manage the entire customer lifecycle - onboarding, training, product adoption, revenue, referral

- Complete ownership of the customer success function and managing the overall health and usage of the product for each merchant

- Complete ownership of all customer success revenues related to an account, including retention, upsell and other expansion opportunities

- Produce regular and quality activity reports including but not limited to - customer revenue growth, expansion growth, churn, lifetime value to the management team.

Product Perspective:

- Own and manage all accounts - health and identify opportunities to improve product offering and solutions

- Collaborate with customers to develop, launch, and manage marketing campaigns focused on engagement and revenue goals

- 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

- Be the voice of customer and collaborate with various cross-functional teams, including product management, implementation, and support to ensure ROI, product improvements, launch of new feature requests and resolutions of all bugs

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

- Use analytics to identify usage patterns and create metrics

- Educate customers on mobile app best practices, growth, and success stories

- Create knowledge base, webinars, tutorials and video tutorials for on-boarding and product adoption

- Serve as the escalation point for customer issues to ensure they are resolved quickly

- Use quantitative and qualitative analysis to drive operational excellence in the areas of on-boarding, adoption, renewal, upsell, other expansion revenues and and churn reduction

- Manage customer expectations in terms of what the product can and cannot achieve

Required Qualifications :

- The ideal candidate will have the following characteristics:

- Minimum 4+ years Customer Success experience in B2B SaaS

- Prior experience of working with a SaaS company is mandatory

- Exceptional writing, communication and presentation skills

- Experience in the mobile, commerce, digital marketing and/or advertising space

- A jack of all trades - a motivational leader, mentor, and a damn good executer!

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

- Experience in Google Analytics / Adwords a plus

- Comfortable with clients, able to strategically partner with customers

- Thoughtful, curious and a problem-solver