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Spottabl
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Customer Success Manager
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Spottabl

Customer Success Manager

Quick Overview

4 - 6 Years

Skills and expertise you’ll require

Customer Success
Customer Service
Client engagement
upselling
Renewals
Account Management

Roles and Responsibilities

You’re Awesome At -

  • Customer retention skills and execution mindset with right delivery and talent supply solutions.
  • Researching on what Customer needs and upselling our value propositions.
  • Establishing connections with partners ranging from recruiting professionals to Business Leaders.
  • Imply advisory style in your engagement and problem solving through product led understanding and know-how.
  • Analytical mindset with a “can-do” attitude.
  • Implementing sense of urgency in recruiting operations
  • External facing and research bent of mind to drive that intelligence for internal customer success touch-points.
  • Communicating clearly and with empathy to become a trusted advisor for our clients.
  • Ensuring on time client delivery

Your Academic Qualifications -

  • Graduation in Engineering/ Computers/ Information Science or similar will be highly valued and will be relevant.
  • MBA / PG in Business Administration from reputed institutes will be highly appreciated.
  • Management studies through formal or informal educational or learning background
  • Operational and Business Strategy education background

You’ll Be Improving & Responsible For –

Customer Onboarding and Adoption:
  • Demo to all SPOCs at Client side and ensuring clarity on all offerings of Spottabl
  • Required information gathering for a successful and standard onboarding for all enterprise clients of Spottabl
  • Educate and train customers on the best ways to use our products, and its new features.
  • Ensuring Backend delivery team and Account Management is aligned.
  • Ensure Low touch but a trust driven experience to hit the first success milestone on every transaction on our platform for customers
  • Improve Client and Account Leads Efficiency with structured touch points and proactive engagements to iron out the engagement
  • Serve as the voice of the customer and provide internal feedback to product, tech and the content team resulting in a holistic user offering
Customer Success : With Renewals and incremental revenues
  • Onboarding of Expert recruiters on the platform.
  • Ensuring talent discovery related transactions on the platform are on track
  • Drive the Customer Delivery lifecycle in partnership with Account Leads/Delivery Leads.
  • Owning Accounts' revenue and adoption success metrics
  • Be a conduit between the Client and Delivery team on guiding them from time to time.
  • Following right frameworks of achieving regular success metrics of clients by creating “Wow” experience each time
Customer Retention:
  • Regular analysis and identify gaps in the customer’s recruitment setup and regularise the processes to achieve the business commitments through the product for the customers.
  • Successfully manage Spottabl’s customer retention program to renew accounts at high
  • Reduce the risk of churn with each client account, each delivery transaction.
  • Grow average deal value per account
  • Follow regular engagement mechanisms to effectively know overall recruitment needs and current practices of the customers; advise them on leveraging Spottabl’s features to guide them on cost and time efficiency solutions time to time.

Your Experience Across The Years in the Roles You’ve Played -

  • Minimum 4 years in a customer facing role in a consulting or account management environment is a primary preference.
  • Overall 6 years of professional experience in a high growth SaaS and Customer centric business setups.
  • Contextual understanding of every recruiting stage is key to drive this role successfully.
  • Customer success metrics and customer engagement experience of handling more than 10 Clients in parallel.


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Life@Spottabl

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Why work at Spottabl?

Our mix of in-house talent is a rich one and we focus on bringing our strengths together. Our culture revolves around seeking, giving and taking help which is not restricted to an assigned function alone!. We encourage our team to indulge in conversations with different opinions as together will lead to powerful cohesive discussions.

Office Locations

Bangalore