Senior Manager - Customer Success - eCommerce

Job Description:

1.Revenue Management :

- Ensure Key Account revenue retention and growth, including identifying up-selling and cross-selling opportunities in order to deliver the entire breadth of services available

2.Client Relationship Management :

- Serve as the Single point of contact for assigned Key accounts

- Track and report daily and weekly campaigns and monitor account performances

- Follow up on open customer queries and their resolution after internal feedback & discussion

- Coordinate QBRs with key client decision-makers and Gupshup team, and work with sales team to understand on-going market trends and key customer needs

3.Project Management :

- Coordinate with internal teams members to ensure on time completion of customer deliverables

- For key customer issues act as a primary liaison to Product Development, Operations, IT, Marketing and Finance as required, and proactively communicate resolution to customer

- Assist marketing team in the development of case studies of new solutions provided to allotted key clients

4.Sales Support :

- Ensure to secure resources as requested by Sales Team to assist new solutions sales process for key clients

- Ensure to grow and assist revenue targets for every assigned key client and help in forecasting current and new revenue opportunities

- Develop customized pre-sales presentations and sales support materials including industry research and best practices as required for assigned key clients

5.Reports and Account Review Presentations

- Prepare and maintain monthly/quarterly reports for all assigned key clients with input from sales team

- Produce benchmarking reports / account review decks to provide the customer with analysis of their activity. Utilize this to identify and progress any opportunities to deliver new services