Customer
Success Manager

Mobikon Tech – Business Development Manager

Designation : Customer Success Manager

Key skills : Social Media / CRM / Marketing / Client servicing / Account management/ Upselling.

Years of Experience : 1 to 3 Years.

Positions : 4

Work Location : Mumbai, Delhi, Bengaluru.

Customer Success Manager : Our Customer Success team advises and guides existing and new customers, ensuring they launch Mobikon's Platform successfully, adopt it widely and are continually driving business value from Mobikon's Platform. A major area of responsibility for CSM’s is helping customers drive usage, upsell new modules and work closely with management to maximizes adoption, ROI and Operational benefits.

Role and Responsibilities:

  • Empathize with every aspect of the customer experience, putting customers’ needs first.
  • Maintain high levels of customer engagement (including on site meetings) with a focus on customer satisfaction and loyalty.
  • Conduct usage & adoption reviews and proactively suggest solutions to common customer challenges.
  • Continually identify and develop new uses for Mobikon that drive adoption and that align to customers’ business needs and marketing goals.
  • Proactively spot and correct any issues that could affect customer satisfaction or retention
  • Coach customers to be product experts and train their teams on best practices so they become increasingly self-sufficient.
  • Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
  • Develop Customer Success assets and methods, and work with product marketing to create new or refine existing onboarding materials.
  • Accountable for up sell and increase the revenue per customer along with the account manager for the customers
  • Understanding of Social Media / CRM, campaigns and marketing to effectively create customer driven, targeted campaigns on Social Media and other online platforms to ensure the highest quality output for customers.
  • Project Management / Campaign Management tool experience.
  • Help drive customer references and case studies & produce reports and presentations to explain insights and results to marketing professionals.

Mandatory Skills :

  • 1-3 yrs of experience ; atleast 1+ years relevant work experience in customer success/client servicing/account management. SaaS experience a benefit.
  • Bachelor’s Degree.
  • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
  • Diplomacy, tact, and poise under pressure when working through customer issues.
  • Excellent personal presentation and communication skills & strong client servicing skills
  • Strong analytical, technical and mathematical abilities.
  • Experience of dealing with customer and or transactional data sets in the Hospitality/retail market.
  • Ability for ideating and creating targeted buckets and modifying the questionnaire to create additional data buckets.
  • Prioritizes workload and meets deadlines for a variety of marketing "deliverables"