Hiring For Customer Success Manager
- One Internet
- 3 - 8 yrs
- Bengaluru
- 6 years ago
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Desired Candidate Profile
Job Title: Customer Success Manager/Sr. Customer Success ManagerPositions: 5
Location: Bangalore, India
Timings: 4:30 PM To 1:30 AM IST/ 9:00 PM To 6:00 AM IST (Night Shift)
Job description
The Customer Success Manager will work with a portfolio of Milestones customers. In this role, you are responsible for ensuring that assigned customers achieve their expected business outcomes with Milestone solutions resulting in customer retention and account growth. You will build long-term trusting relationships with these customers and ensure that they realize full value from their investment with Milestone. Your focus will be to make every customer in your portfolio wildly successful resulting in reference able customers who maintain long-term loyalty to Milestone.
In addition to acting as a trusted advisor to customers, you will be a customer advocate, often functioning as a liaison between our customers and internal Milestone teams. You will ensure that needs and/or requirements considered critical to the success of these customers are communicated and driven throughout the Milestone organization.
Primary Responsibilities
Build and maintain trusting relationships at all levels including decision makers, influencers, stakeholders and operational teams
Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their digital marketing goals
Engage regularly with assigned portfolio of customers via strategic and operational discussions to evaluate digital marketing needs and strategies
Continually assess customer progress toward stated goals and drive expected results in the areas of adoption, usage, business value, friction and overall relationship
Ensure internal alignment on customers goals and marketing strategies. Partner with cross functional Milestone teams to develop and execute omnichannel digital marketing strategies that maximize value for customers
As a customer advocate, ensure customer needs are met and account issues are resolved quickly, leveraging resources from across the company as needed
Present the Milestone value proposition and solution set to customer audiences ranging from senior executives to operational teams
Educate customers on the value they can generate from the power of their Milestone solution
Gather customer feedback and communicate with internal Milestone teams to shape operational strategies and product roadmap
Achieve timely contract renewals and opportunities for up sell/ cross-sell working with the sales team as needed
Required Skills/Experience
3+ years experience in a customer facing position preferably in a CSM role or account management role
Highly energetic, with a passion for helping customers achieve expected business outcomes
Track record in building and maintaining strong, trusting relationships with a diverse set of internal and external constituencies including decision makers and functional teams
Excellent organization and project management capability
Excellent communications skills, both written and verbal, with the ability to communicate value
Ability to deliver effective presentations, group facilitation and one-on-one consultation
Fast learner
Must have the ability to multitask in a dynamic, fast paced environment
Self-motivated, flexible and results driven
Excellent time management skills
Strong analytical and reporting skills
Bachelors degree
Preferred Knowledge, Skills, Abilities, And Background
Experience handling international customers, especially US customers
Experience and/or domain knowledge in digital marketing highly desirable
Experience within hospitality industry (lodging, dining, tourism)
Experience in ecommerce
Experience in sales or account management
Analytical problem solver with critical thinking capability
About Milestone:
For over 20 years, Milestone has been a leading provider of digital marketing software and services for location-based businesses. Over 2,000 companies in Hospitality, Retail, Financial Services and Automotive industries rely on Milestone to power their digital marketing strategies. Milestone has garnered over 500 awards, has been short listed 3 consecutive years for the US Search awards and won Search Engine Land's prestigious "Best overall SEO-SEM campaign" in 2018. Milestone has gained a reputation for blending outstanding digital marketing expertise with advanced technological capabilities and is one of Silicon Valley Business Journal's fastest growing companies and an Inc. 5,000 company.
Top Reasons to work for Milestone:
Work in an innovative digital marketing software + services organization
Great place to learn with phenomenal growth opportunity
Stable and rapidly growing company
Opportunity to work with a fun, amazing and talented team
Great benefits Mediclaim and paid holidays (per year)
Exciting and innovative work environment
Employee referral incentive program
Required Candidate profile
Required Skills/Experience3+ years experience in a customer facing position preferably in a CSM role or account management role
Highly energetic, with a passion for helping customers achieve expected business outcomes
Track record in building and maintaining strong, trusting relationships with a diverse set of internal and external constituencies including decision makers and functional teams
Excellent organization and project management capability
Excellent communications skills, both written and verbal, with the ability to communicate value
Ability to deliver effective presentations, group facilitation and one-on-one consultation
Fast learner
Must have the ability to multitask in a dynamic, fast paced environment
Self-motivated, flexible and results driven
Excellent time management skills
Strong analytical and reporting skills
Bachelors degree
Preferred Knowledge, Skills, Abilities, And Background
Experience handling international customers, especially US customers
Experience and/or domain knowledge in digital marketing highly desirable
Experience within hospitality industry (lodging, dining, tourism)
Experience in ecommerce
Experience in sales or account management
Analytical problem solver with critical thinking capability
Perks and Benefits
Attractive compensation as per Industry StandardsContact Details:
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Keyskills: Sales Execution Software Services Project Management Cross Selling Account Management Search Engine Digital Marketing Customer Retention CSM
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One Internet
Milestone Internet Marketing Pvt Ltd Milestone is a leading provider of digital marketing software and services for hospitality, retail and finance. We provide a full range of solutions including website and mobile design, content creation, SEO, analytics and competitive intelligence. Our best i...
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