As a Customer Success Manager (CSM) at Tracxn, you will own and manage multiple customer accounts and act as single point-of-contact for them. You will help drive Tracxn platform adoption by understanding customer's use cases and helping them in using Tracxn products to solve their use cases. You will be interacting with key people (Partners, CXOs, VPs) from venture funds and large corporates globally on a very frequent basis over emails and calls. The role also involves people management and leading a small team of Customer Service Executives.
Key Responsibilities :
- Act as a single point of contact for B2B customers during their entire subscription lifecycle at Tracxn - Onboarding new customers and conveying platform functionality and periodic changes/feature updates and own platform adoption - Develop a thorough understanding of Tracxn platform and product offerings and explain the same to customer - Relationship Management with a set of customers and helping them with all their requirements from the product - Proactively reach out to customers and help them understand new features on the platform and increase engagement - Understand customer queries and provide best possible resolution for the same - Identify the reasons of customer churn and help prevent it - Train and manage/mentor a team of Customer Success Executives
Timings : 6 PM - 3 AM IST
- Excellent written and verbal communication skills - Phone and email etiquettes to effectively address customer queries - Have "Customer Empathy" - ability to identify and understand customer's situation and motives - Team handling experience is a plus, but not mandatory - 2-6 years of work experience
- Meritocracy driven, candid culture, no politics. - Like-minded intellectually curious colleagues.
- High paced learning. Continuous mentorship to help achieve peak potential.