Job Description

Customer Success Manager About Vymo : - Vymo is a New York-based next-generation Sales productivity SaaS company with offices in 7 locations. Vymo is funded by top tier VC firms like Emergence Capital and Sequoia Capital. Vymo is a category creator, an intelligent Personal Sales Assistant which captures sales activities automatically learns from top performers, and predicts next best actions' contextually.- Vymo has 100,000 users in 50+ large enterprises such as AXA, Allianz, Generali, and Sumitomo. Vymo has seen 3x annual growth over the last few years and aspires to do even better this year by building up the team globally.What is the Personal Sales Assistant ? - A game-changer! We thrive in the CRM space where every company struggles to deliver meaningful engagement to their Sales teams and IT systems. Vymo was engineered with a mobile-first philosophy. The platform through AI/ML detects, predicts, and learns how to make Sales Representatives more productive through nudges and suggestions on a mobile device. Explore Vymo : https://vymo.com/What you will do : - As a Customer Success Manager, you would be responsible for successfully managing 5 to 7 accounts as an Individual Contributor. Your key deliverables include :1. High NPS/CSAT score for the portfolio of insurance clients/ Banking and Financial Services2. Customer retention : less than 10% attrition in monthly recurring revenue across the portfolio3. Customer advocacy : references, testimonials, referrals from insurance clients4. Managed B2B enterprise relationships - 2nd Priority - B2B - SME Scope of their work - Customer Success and retention Who they were handling engaging withA Day in your Life : 1. Engage with users, managers and business sponsors at client organizations to build a trusted advisor relationship, understand their underlying reasons for using/not using Vymo, demonstrate to them how Vymo could make their lives simpler and the value it could add to them on account of the data-driven insights that Vymo could generate.2. Identify drivers and bottlenecks to high adoption and usage and address the same.3. Build a Success Roadmap, outlining the key success metrics that we would jointly like to drive with the client leadership team. Thereafter, work closely with the key business sponsors on a regular basis to understand any changes to their strategic focus areas and key priorities to ensure continuous alignment of Vymo solutions, suggestions, notifications, etc. to achieve desired objectives4. Ensure required follow-ups and service for a high NPS/CSAT Score.5. Conduct Quarterly Business Reviews with the client and Vymo leadership in attendance, to discuss key insights from analysis, winning behaviors of users and business impact and way forward6. Owning the Program management with the entire Vymo account team - Project Managers, Pre Sales, Account Executive, Support and Delivery teams to ensure that the open issues, bugs, custom requests raised by your clients are delivered within agreed TATs.7. Introduce new product features launched by Vymo on a periodic basis to your clients and generate awareness and interest amongst them to adopt these new features.8. Create opportunities for expansion of Vymo within the client organizations by delivering excellent value for the use case already deployed. You are not responsible for cross-sell and up-sell, but for identifying such opportunities and passing them over to the Sales team for taking them forward.9. Support the Marketing team in arranging for any surveys, references, testimonials required by them and/or getting speakers from the client organizations for client eventsWhat you would have done ?1. MBA from a premier institute, Graduation in Engineering/Business2. Have 10+ years of work experience in high touch customer-facing roles such as Customer Success, Account Management, Strategy Consulting, and/or SaaS/Enterprise Software companies3. Has experience in engaging with senior stakeholders. Equally at ease in dealing effectively with end-users, managers, and business sponsors and building a rapport with them4. Have the ability to communicate clearly and effectively with executive-level sponsors as well as technical practitioners5. Business acumen and analytical mindset to analyze data and bring out meaningful insights that can help the clients in making informed business decisions.6. Exceptional Account Management, organizational, consulting, project management and interpersonal skills7. Have strong empathy for customers and a passion for customer's success, takes a data-driven approach towards customer adoption & managing success through outcomes8. Consistent record as a top performer in a customer-facing role and have met or exceeded customer retention goals and applicable success metrics9. Have experience of navigating a start-up ecosystem externally and internally and is a self-motivated team player with fresh product adoption and customer churn mitigation10. Have experience in handling challenging situations and clients and demonstrated capabilities in winning them over. (ref:updazz.com)