Job Description

Industry IT
Location Uttar Pradesh Noida
Experience Range 4 - 10 Years

About Us
We, HuntingCube bring down the expertise of passionate Head-Hunters who have been a key player in placing exceptional talent for high end technology companies and start-ups in the past couple of years. Our team consists of the dedicated recruiters who well understands your business needs & can deliver in most efficient ways in minimal Turn-Around-Time. Because we believe Good service is Good business.
Roles and Responsibility


What you'll be doing?
Customer Facing: Provide the best user experience for our customers and be their primary point of contact:
Taking hand-off of the customer account from Sales. Conducting kick-off meetings with customers along with Sales.
Document customer requirements, and understand the nuances of their work processes, the pain points, and resulting needs.
Understand the software and tools ecosystem of customers and come up with the best ways to give them the most business value for the product plan purchased.
Seamlessly onboard and set up new customers to accustom to the product - operations, reporting, change management requests, escalations/raising tickets, invoicing.
Run regular check-in meetings through weekly, monthly, and quarterly business reviews to proactively address customer needs, and concerns, and provide quick and effective solutions.
Look into customer engagement and ensure improvement on key success metrics and factors such as increasing product adoption, increasing Net Promoter Score (NPS), reducing churn, and thereby increasing renewals.
Do in-person visits to the key customers every 3 months and expand MRR.
Team Facing: As the customer’s representative and champion inside the organization, work with cross-functional teams to:
Implementing a customized outreach strategy (scripting), integrating the solution for the best reporting, representation, and lead management, taking mock runs of campaigns, and preparing the mock runs for the customer.
Training customers, driving adoption of the product, measuring and monitoring the product features that customers find meaningful.
Support and coordinate with the operations team and other stakeholders to ensure seamless delivery to customers. Raise open issues with cross-functional teams and drive resolution in a timely manner.
Make interventions (review, training, handholding) when adoption is low.
Conduct random and scheduled customer health checks.
“Growth” getter & upseller: Find opportunities to upsell/cross-sell/upgrade in existing customer base to expand the MRR or recurring revenue. Solicit references from existing customers.
Maintain the highest level of customer satisfaction: Maintain Company defined CSAT (Customer Satisfaction) score and NPS (net promoter score).
Coordinate with other functions:- Coordinate with the Customer Support function to ensure issues and tickets are resolved within defined SLA.
Interpret customer insights with the Sales team to drive changes in the product and act as the voice of the customer for the Product team.
Update the team on the status of the accounts you manage at every stage.
Coordinate with finance teams for billing.

Requirements

• • At least 4+ years of experience in a customer-facing role. Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conversations.
  • Bonus points for past SaaS customer success experiences.
  • Bonus points for understanding industry lingos: LQ, sales, outreach strategies, and managing virtual teams.
  • Strong written and verbal communication with the ability to run check-in meetings and calls with customers, basic negotiation and objection handling skills, etc.
  • High-quality email writing - ability to follow up effectively, summarize meetings/calls, and report updates.
  • Really strong focus on details and project management, as you will be handling multiple customer accounts.
  • Good interpersonal skill and empathy are critical as you will be handling customer relationships and the internal team members.
  • The ability to deeply understand technical products and their scope and limitations.
  • Strong problem-solving skills and finding creative solutions and workarounds when needed. You have to be results and value-driven.
  • Basic data analysis and data-driven decision-making.

Recruiter Name Samreena Ahmad
Recruiter Email Id samreena@huntingcube.com