Wigzo - Manager - Customer Success

Manager Customer Success

Wigzo Technologies by Shiprocket is an omnichannel marketing automation suite that makes user engagement and retention simplified and highly effective for a SMB & Enterprise. We are also a NASSCOM Retail Tech Winner 2020.

Responsibilities:

- Continually identify and develop new uses for Wigzo that drive adoption and that align with customer business needs and marketing goals.

- Proactively spot and correct any issues that could affect customer satisfaction or retention.

- Coach customers to be product experts and train their teams on best practices so they become increasingly self-sufficient.

- Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.

- Be responsible for upselling and renewals, and increase the revenue per customer.

- Implement and optimize cross-channel retention campaigns for the customers.

- Help drive customer references and case studies, and produce reports and presentations to explain insights and results to marketing professionals.

- Provide strong account management to existing clients, offering support and keeping them abreast of new products and services that could be of value to their business.

Requirements:

- Strong customer service background, follow-up, and organizational skills.

- 7-10 years of experience; at least 5 years of relevant work experience in a customer-facing role (customer success or account management).

- Mark-Tech & SAAS experience preferred.

- Graduation/PG.

- Excellent personal presentation and communication skills and strong client servicing skills.

- Strong problem-solving skills and working knowledge of web applications.