Convertcart - Manager - Customer Success (3-7 yrs)

Job Responsibility:

- Management of the post-sales relationship of a portfolio of customer accounts to foster long-term business partnerships.

- Communicate telephonically with US based clients.

- Present and gather approvals on hypothesis for A/B testing and website improvement recommendations based on qualitative insights and quantitative data done by- inhouse- business analyst.

- Work with customers to establish critical goals, plan the entire account strategy or quarterly campaign launch/initiation plan & help customers in achieving their goals.

- Coordinate with cross-functional teams like product & engineering, development etc to ensure project or campaigns are launched in a timely manner.

- Understand customer pain points and help drive escalations by coordinating between Product Management, Support groups and other cross teams.

- Present A/B test results to determine the impact on conversion and ROI.

- Increase customer satisfaction by understanding business needs and accurately matching our solutions and offerings to these needs.

- Act as an escalation point to drive problem resolutions in a timely and proactive manner.

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

- Monitor customer health to track usage and customer satisfaction.

- Delivery of periodic (monthly / quarterly) Business Reviews with customers especially at the C-level and their stake holders.

- To review and analyse key metrics to demonstrate progress and provide recommendations.

- In concert with the Sales teams, forecast retention, renewal, and status for assigned accounts.

- Empathise with every aspect of the customer experience, putting customers needs first.

- Work with customers to maximize customer value realization by ensuring a productive partnerships that meets service level agreements.

Key Requirements:.

- Prior experience in international Customer success,- Professional Services, consulting- or equivalent history of increasing customer satisfaction, adoption and retention.

- Understanding of- e-commerce business,- Strategic Marketing & Online Marketing / Campaign Management is strongly desired.

- Digital marketing experience that demonstrates your in depth understanding of Online Brand Development, Data Analytics, Campaign Management and customer and email acquisition will be added benefit.

- Experience working in a multi-cultural global organization.

- Strong structural work methods, multitasking and time management skills.

- Excellent interpersonal skills and the confidence to be an honest advocate, willing to push back when needed for the best interest of the business and the customer.

- Excellent verbal and written communication skills.

- Good presentation skills.

- Proven ability to collaborate and build strong relationships with customers especially at the C-level.

- Proven experience in managing project implementations.