Overview

We are looking for a self-driven and entrepreneurial Account Manager/Customer Success Manager The CSM who possesses a passion for pushing and owns getting things done. CSM would liaise between customers and cross-functional internal teams in a proactive and timely manner to ensure successful adoption of Mitratechs offerings to customer needs. Ultimately the success of the role is driving and securing a high level of customer satisfaction and ensuring that Mitratech's success continues in its upward trajectory.

Essential Functions:

• Drive Customer Success Outcomes for assigned customers.
• Increase renewal rates and reduce churn, drive adoption and expansion.
• Expand our revenue in accounts assigned through cross-sell and up-sell
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores, Drive new business growth through greater advocacy and reference-ability
• Define and Optimize Customer Lifecycle
• Map customer journey, Develop listening points in journey (e.g., usage, satisfaction, etc.)
• Standardize interventions for each point in journey, identify opportunities for continuous improvement, Learn from best practices in industry
• Manage Customer Success Activities
• Renewals, Cross-sell / Up-sell. This role will have upsell targets from current customer base.
• Measure Effectiveness of Customer Success
• Track operational metrics for assigned customers, establish system for tracking metrics, Create cadence for review
• Enhance Effectiveness and Efficiency Through Technology
• Support systems, implement Customer marketing software or use salesforce the right way for CS
• Reference and advocacy solutions, Customer Success Management platform

Metrics you will own

• Product adoption and proliferation.
• Target Segmentation based CS strategy.
• The gross renewal rates.
• Product usage / adoption metrics.
• Deployment / Launches.
• NPS and CSAT surveys.

Skills, Competencies, Knowledge

• Communication Proficiency: Impeccable verbal, written and listening skills; ability to receive and convey information effectively with clients through all channels of communication.
• Interpersonal Skills: Ability to clearly convey, persuade, and negotiate information and ideas to individuals or groups. Strong sense of customer empathy and customer-centrism.
• Technical Capacity: Able to quickly learn product functionality and features when trained to knowledgeably speak with clients. You will ramp-up quickly, learning the technical details concerning how our software works and what problems it solves for our clients.
• Collaboration Skills: Strong collaborative personality with the ability to tackle cross-functional assignments as needed.
• Business skills: Must be independent, high-achieving individual, able to stand out in an entrepreneurial environment and excel through self-motivation and personal drive. Have a passion for problem solving and are goal-oriented.

Education + Experience

• BA/BSC degree required.
• Experience required 5+ years in SAAS or product-based startup.
• Must have work experience in Immigration and/or travel industry
• Must have relevant work experience helping enterprise companies leverage new technology.
• Must have experience creating process work flows for automating manual processes.
• Knowledge of usage data analytics with products like Pendo

NOTE:  Shift Timings :- 7 Pm to 4 Am IST