Client Success Manager

2 weeks ago

Lahore, Punjab, Pakistan Humanity Inc. Full time

We are seeking a proven performer to help us grow our loyal customer base. Responsibilities include generating new business in existing accounts, as well as playing a key role in driving strategic initiatives. The Customer Success Manager will work with internal teams and directly with existing/new customers to develop renewals and expansion strategies, formulate ROI, reduce churn and help Humanity.com customers grow. This will involve developing unique outputs of data analytics which ultimately demonstrates the value Humanity.com brings to our customers and their employees. As a fast growing web-based start-up we are looking for a Success Manager to join our team to help maintain, grow and provide world-class support to our Customer Base.

ROLE:

To leverage new and established customer relationships to deliver ROI and expand and renew Humanity.com subscriptions, while providing a high-level of service for clients.

This is a high-touch, rapport-building position that requires strong communication skills, both written and verbal. The ideal candidate will be upbeat, driven, well-organized, share a passion for technology and a love for working in a dynamic environment. The CSM will represent Humanity.com and its product suite and exceed customer satisfaction objectives.

Job Specification

RESPONSIBILITIES

  1. Strategic account planning and execution skills ability to across both IT and business units.
  2. Strong technical aptitude, passion, and commitment to customer success.
  3. Strong time management skills. Ability to articulate a clear, concise return on investment value statement.
  4. Maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative, and team-oriented environment.
  5. Ensure high rate of renewal across customer base - Proactively assesses, clarifies, and validates customer needs on an ongoing basis.
  6. Identify opportunities to upsell additional users and services.
  7. Manage existing accounts and maintain relationships with decision makers at the executive and management levels.
  8. Manage and track customer and transactional information in a CRM system.
  9. Coordinate resources throughout the sales cycle, including product support and sales engineering to meet account performance objectives and customers expectations.
  10. Provide product demonstrations and general support to prospective customers.
  11. Develop and deliver strategies that help drive our clients business.
  12. Keep abreast of competition, competitive issues and products.
  13. Practice effective, excellent communication with management, customers and support staff.
  14. Provide fanatical support and service to account base.

REQUIREMENTS

  1. Bachelors and/or Masters Degree.
  2. 3-5+ years of customer success / sales / account management / relevant experience.
  3. Outstanding organizational skills, ability to manage multiple projects.
  4. Passionate about building customer relationships.
  5. Experience driving adoption of SaaS-based solutions a plus.
  6. Ability to thrive in a fast-paced startup environment.

YOU CAN EXPECT

  1. Opportunity to play a pivotal role in one of the fastest growing SaaS start-ups.
  2. Diverse and challenging projects and dynamic working environment.
  3. Driven and smart colleagues, and culture that promotes creativity, teamwork, and transparent leadership.

Information Technology and Services - Lahore, Pakistan

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