SocialPilot - Customer Success Manager

Customer Success Manager

SocialPilot is seeking a high-energy Customer Success Manager to develop customer relationships that promote retention and loyalty.

You will manage the team that directly interacts with our existing clients and provides technical support to customers across the world with the goal to keep them satisfied with the product.

Responsibilities:

- Establish a trusted partner/advisor relationship with assigned clients and drive value with our product

- Work closely with customers to understand their measures of success and identify areas for improvement

- Create strategies, ideas, and proposals on how to increase product adoption and usage

- Create strategies and ideas to increase and maintain retention rates as well as overall customer satisfaction

- Coordinate periodic calls with selected customers to review business issues

- Establish excellent cross-functional relationships with other SocialPilot leaders to ensure that all SocialPilot services are deployed in a manageable and supportable way

- Ensure customers' expectations are being met by internal support organizations

Requirements:

- Bachelor's degree (or equivalent job-related experience)

- 3+ years of experience in managing a variety of accounts

- Experience in management consulting or something similar

- Strong customer communication and interpersonal skills; ability to provide timely communications to customers is vitally important

- Ability to quickly develop effective working relationships with internal and external contacts

- Know-how of customer market working conditions

- Excellent managerial, communication and consultancy skills

- A strong track record of success is a must

About SocialPilot (https://www.socialpilot.co/)

For too long, too many SMBs and growing agencies have put up with underwhelming marketing software products that are "cheap" but painful to use, have too many frustrating features, and have severely delayed customer service and overall a very disappointing experience. And sure enough, as these agencies grow, they find themselves locked in annual contracts worth thousands of dollars for software products which they thought were "discounted".

SocialPilot was created in 2014 to change this.

At SocialPilot, we believe that irrespective of the ticket size, SMBs and agencies deserve enterprise class software that creates joyful experiences in their day-to-day marketing work. We think that being price competitive does not mean cheap, and that just because an agency grows, does not mean that we should start charging them ridiculously. And yes, each and every customer's business is equally important and deserves immediate attention including 24x5 chat, emails and phone calls.

As of today, over 5000 agencies and SMBs use SocialPilot to manage their social media publishing, analytics, and social engagement while collaborating with their team and their clients.

Our impact so far

Helped 5000+ marketing agencies and SMBs

1 billion+ social media posts published

One of the fastest growing SaaS companies in India as listed by Inc 42

Ranked as a "Great Product" consistently by G2, Capterra, SoftwareSuggest, and TrustRadius

What we believe in

Customer Obsession We put customers first while making decisions and planning future goals

Ownership We believe in taking ownership of areas that we're working on. We own up to our - successes and failures. Moving the needle matters more than just busywork

Relentless When it comes to creation & innovation, we stop at nothing. We might fail at the first attempt, but we rise back fast to try again

Nimbleness We respond rapidly to changing circumstances and customer needs

Collaboration Our collaboration efforts extend to our partners and customers along with our internal team. We are stronger together

Why join us

Work-life balance 5-days work week to help you make the most of work and life

Open door policy Strong communication and transparency goes a long way in creating stress-free work places. Got a question? Just ask the right person without any bureaucracy

Zen-like workspace A modern, aesthetically pleasing workspace with an all-inclusive cafeteria and dedicated conference/meeting rooms

Unwind Catch up with your colleagues or your guests at our chic cafeteria for coffee or our catered lunches. Challenge your team at air hockey or perhaps catch the live cricket match while you're at it

Celebrate From birthdays to festivals - we don't miss any occasion to celebrate however small or big