Customer Success Executive Enterprise Sales | Pune

Year    MH, IN, India

Job Description

About the Team



The Enterprise business unit at Apna owns revenue, sales and customer retention at Apna. The team


comprises 3 sub-units - Sales, marketing, and Revenue Operations, which includes Customer


Success Management. The sales team is divided based on industry expertise while the customer


support team and marketing teams are horizontal. The team plays a pivotal role in job marketplace


health as brands help Apna marketplace maintain network effect i.e. improve candidate retention


and attract more candidates. At the same time, larger mandates from new clients helps provide


strategic guidance to growth and the product team to build new solutions.





About the Role



We are looking for a Customer Success Manager to provide support, nurture relationships and


expand business for 400-500 Tier 5 enterprises to promote these orgs higher Tiers. A CSM would be


assigned 150-300 orgs depending upon the workload. Tier 5 orgs are enterprises that currently


behave like an SMB w.r.t purchase pattern, ticket sizes, engagement from sales team and are likely


to have a client connect at junior to mid-management level.


About Career growth within the team, a CSM would gradually move up the ladder and start managing


Tier 1 - Tier 4 clients and would eventually work directly w/ Pod leads/CSM head in big accounts


management.





Responsibilities



Ensure reactive and periodic recruiter level connect to keep pulse of the account.

Extensive telephonic outreach to recruiters/admins as per outreach SOP (when to
call? Whom to call? How to resolve the client's issues and grow Apna's business?.


Understand the reason for low consumption/NPS and mitigate the issues either by
self or via Priority support team (Subject matter specialist)


Maintain tight documentation and close loops on red flags and periodically share
"Voice of Customers"


Own Net revenue Retention (NRR) for respective orgs.

Focusing on existing accounts with a client centric retention strategy - identify the
right product for a role x city x # hires requirement, pitch a right product to maximize


value for money


Identify the need for training and creating timely tickets for product webinars, share
tutorial videos on WA

Identify & analyze the clients requirements & propose customized solutions for talent acquisition / branding needs.


Support large sales by ENT Pod lead.

Periodically highlight big upsell/cross-sell opportunities to Pod leads - to be done via
finding right decision makers in the org.


For selective clients, perform sales analysis, usage review and planning vis-a-vis
product analysis on a monthly basis - find usage patterns, discovery of hiring


patterns, share of other digital platforms (naukri, WorkIndia, Shine, Monster etc.)


Manage complex sales situations & acquire clients based on - value based selling. *

Closely monitoring of competitor activities and assisting in planning counter strategies.

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Job Detail

  • Job Id
    JD3905380
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    MH, IN, India
  • Education
    Not mentioned
  • Experience
    Year