High-Value Account Strategist

7 days ago

Hyderabad City Taluka, Pakistan beBee Careers Full time

We are seeking a highly skilled Associate Customer Success Manager who will be responsible for retaining and growing existing customers as a trusted partner by building strong, value-based relationships.

Responsibilities:
  • Maintain Communication: Build and maintain strong relationships with high-value customers through calls, emails, and online meetings, ensuring proactive engagement.
  • Understand Customer Needs: Comprehend customers' business requirements and challenges to address them effectively, positioning our product as the best solution.
  • Product Demos and Value Realization: Conduct product demos and training to maximize product adoption and demonstrate value.
  • Monitor Customer Health: Proactively monitor customer health signals, usage patterns, and satisfaction levels to identify risks and opportunities.
  • Be a Trusted Partner: Serve as the primary contact and trusted advisor, offering strategic guidance to help customers achieve their goals.
  • Collect and Share Customer Feedback: Gather insights and communicate them internally to improve products and services.
  • Improve Customer Success SOPs: Collaborate to refine internal processes for better customer outcomes.
  • Track and Analyze Business KPIs: Monitor metrics, analyze trends, and report on customer success initiatives.
  • Coordinate Onboarding Efforts: Ensure a smooth transition from onboarding to retention phases.
  • Advocate for the Customer: Represent customer needs within the organization, influencing product and service development.
  • Cross Functional Collaboration: Work with sales, marketing, product, and support teams to ensure seamless customer experiences.
  • Resolve Technical Issues: Collaborate with support and product teams to troubleshoot and resolve technical problems promptly.
What We're Looking For:
  • Education: Bachelor's degree in computer science, management, business, or a related field preferred.
  • Experience: Minimum 2 years in a customer-facing role within a tech company, preferably in customer success or support.
  • Technical Skills: Basic understanding of our products/services, familiarity with CS metrics like churn, MRR, ARPU, and revenue expansion.
  • Communication Skills: Strong verbal and written communication abilities, with a sense of ownership.
  • Customer Focus: Empathy and commitment to delivering excellent customer experiences.
  • Analytical Skills: Ability to analyze customer data and identify trends.
  • Collaboration Skills: Effective teamwork with internal departments to ensure successful onboarding and support.
  • Additional Qualities: Customer-centric mindset, effective questioning, issue management, attention to detail, data proficiency, proactive problem-solving, continuous learning, ownership, and resilience under pressure.

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