Customer Success Manager

Role: Customer Success Manager

What you must know?
Customer Success is one of our differentiators. In this role, you will be the customer champion and continually improve the experience for SMS-Magic customers. Customer Success team in SMS Magic is responsible for managing customer happiness ensuring SLA’s are adhered to on a day-to-day basis with a high level of customer focus and drive various customer experience initiatives across the organization
Roles & Responsibilities

• Have the obsession to drive a better customer experience through everything that we do here at Screen Magic by maintaining relationships with customers by regular interactions.
• Complete ownership of account management and revenue management from a portfolio of assigned clients and ability to meet/exceed financial and unit sales goals.
• Measure and analyze existing accounts for opportunities to improve the customer experience, and working on the account growth strategy for clients, i.e. retain client’s quarter on quarter and strategize to grow revenue by Influencing client strategy by cross-selling and up-selling new market opportunities, products, etc.
• Take ownership and getting things done in the stipulated time, Track and resolve key client issues in a proactive manner and manage expectations internally and externally.
• Provide inputs to the product/marketing on innovative ideas to increase brand recall and sales. Handling all commercial activities for clients working with operations and finance teams. 
• Thrive Together - be a team player. Work closely with cross-functional teams to ensure an exceptional customer experience
• Maintains professional and technical knowledge by organizing training & on-boarding sessions for clients.
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth in-turn reduce churn.
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Engineering.
• Work with customers to ensure they are leveraging Product solutions effectively and finding value in our services and Preparing documents around best practices, and building case studies
• Monitoring and communicating campaign progress through regular activity reports, using this knowledge as a basis for future campaigns
• Teaming with partners to build pipelines and close deals

What will qualify you for this role?

To succeed, you will need a flexible skill set, including the ability to think strategically, execute tactically, and collaborate across many teams, levels, and situations.
 

• Minimum 5-7 years hands-on prior work experience with SaaS sales, Salesforce or other CRM experience preferred with successfully delivering results in a fast-paced and dynamic business environment. 
• We look for excellent communication skills, ability to bring clarity to complex customer problems. 
• Should be a good data analyser - Should be able to study the data of your customers & suggest customer success strategies. 
• Customer Focused - Should be extremely customer centric. 
• Analytical approach to problem solving and a track record of driving results through continuous improvement.
•  Effective Communications & Interpersonal skills. English language proficiency required.
• A strong solution focus and be comfortable working in an environment which demands strong deliverables along with the ability to identify problems and drive appropriate solutions
• A true hands-on approach as well as the ability to successfully monitor the "pulse" of the customer to ensure a high level of Customer success

What working at SMS Magic Offers?
At SMS Magic, people growth is parallel to company’s growth and our work culture supports our commitment to creating a world class CRM messaging company. Our work culture is built on high-performance teaming - where everyone can achieve their potential and contribute to building a better working world for our people and our clients.

We offer a sense of balance, we want our people to be active, healthy, and happy, not just in their jobs but in their lives outside of work. Our competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, we do our best to make your time with us a rewarding learning experience that helps you grow as an individual.

Plus, we offer
 

• The freedom and flexibility to handle your role in a way that’s right for you
• Gain exposure to a dynamic and growing global business environment
• Exposure to innovative and cutting-edge technology and tools
• Scope to showcase one’s analytical capabilities and make high impact contributions to Business teams

Whenever you join, however long you stay, the exceptional SMS Magic experience lasts a lifetime. Recognized as industry leader, we continually strive to be a great place to work and with a commitment to hiring and developing the most passionate people, we’ll make our ambition to be the “World’s best Messaging Partner” a reality.
 

About SMS Magic:

Founded over 10 years, we’ve become a trusted messaging leader for businesses around the world. We work with global customers across many industries including contact centers, financial services, higher education, retail, staffing, wellness and more. Our customers range from small and mid-size businesses to large global enterprises.

Our commitment to every customer is, “We will deliver the most advanced, simple-to-use messaging platform available, so you can focus on the personal touch that sets you apart from your competition”.

If you can confidently demonstrate that you meet the criteria mentioned above, please contact us as soon as possible.
SMS Magic is committed to inclusiveness, fairness, and accessibility. We encourage all qualified candidates to apply.

Read mode about us at: www.sms-magic.com