Screen-Magic - Customer Success Manager

What you must know?

Customer Success is one of our differentiators. In this role, you will be the customer champion and continually improve the experience for SMS-Magic customers. Customer Success team in SMS Magic is responsible for managing customer happiness ensuring SLAs are adhered to on a day-to-day basis with a high level of customer focus and drive various customer experience initiatives across the organization

Roles & Responsibilities

- Have the obsession to drive a better customer experience through everything that we do here at Screen Magic by maintaining relationships with customers by regular interactions.

- Complete ownership of account management and revenue management from a portfolio of assigned clients and ability to meet/exceed financial and unit sales goals.

- Measure and analyze existing accounts for opportunities to improve the customer experience, and working on the account growth strategy for clients, i.e. retain clients quarter on quarter and strategize to grow revenue by Influencing client strategy by cross- selling and up-selling new market opportunities, products, etc.

- Take ownership and getting things done in the stipulated time, Track and resolve key client issues in a proactive manner and manage expectations internally and externally.

- Provide inputs to the product/marketing on innovative ideas to increase brand recall and sales. Handling all commercial activities for clients working with operations and finance teams.

- Thrive Together - be a team player. Work closely with cross- functional teams to ensure an exceptional customer experience

- Maintains professional and technical knowledge by organizing training & on-boarding sessions for clients.

- Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth in-turn reduce churn.

- Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Engineering.

- Work with customers to ensure they are leveraging Product solutions effectively and finding value in our services and

- Preparing documents around best practices, and building case studies

- Monitoring and communicating campaign progress through regular activity reports, using this knowledge as a basis for future campaigns

- Teaming with partners to build pipelines and close deals

What will qualify you for this role?

To succeed, you will need a flexible skill set, including the ability to think strategically, execute tactically, and collaborate across many teams, levels, and situations.