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Customer Success Manager

4.00 to 8.00 Years   Ahmedabad   11 Dec, 2020
Axelerant
Job LocationAhmedabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

Key Responsibilities

  • Work closely with an assigned list of customers to understand their business, their needs, and how Axelerant can solve their challenges and exceed their expectations.
  • Proactively research emerging technologies and present ideas that add business value to customers.
  • Maintain a consistent engagement strategy to track the success of the customer relationship (i.e. Account plans, pro-active risk management, surveys, planning meetings, the introduction of new innovations and services)
  • Create and map out the organizational hierarchy within each Customer account to understand the organizational structure and where we best align.
  • Foster a relationship between customers and project teams, making it easier for customers to solve small or short-term problems. Ensure that the projects and solutions we are delivering to our customers are on time, within budget, and profitable for Axelerant.
  • Actively participate in the strategic development of new business by identifying new opportunities to expand our service offering with customers.
  • Draft and present Statements of Works (SOWs) for project and professional services retainers.
  • Draft and provide presentations to customers that showcase and evangelize the Axelerant and Open Source Software value proposition.
  • Help lead project retrospectives after projects are completed and assist Marketing with drafting case studies and thought leadership that promotes our success with our customers.
  • Schedule and provide quarterly and annual strategic planning sessions with your customers (remotely and onsite).
  • Attend industry events that the customer is associated with to better understand their challenges and business model.
  • Actively nurture and track all referrals from assigned accounts.
  • Keep abreast of corporate objectives, technology trends, and cutting edge solutions Axelerant is providing in the marketplace.
QualificationsRequired
  • 4 - 8 years experience of account management within a digital agency, professional services organization or technology-oriented company.
  • Experience building and presenting value around Professional Services, preferably in Digital Transformation, Digital User Experience and Web Content Management Systems.
  • Previous experience of managing and/or selling into enterprise customers.
  • Understanding of project management practices, team utilization, and project allocation.
  • Desire to work in a collaborative, team environment
  • Goal-oriented, ability to hold oneself accountable to daily/weekly/month objectives.
  • 4-year degree, preferably in Sales. Communications or Marketing related major
  • Track record of providing outstanding customer service
  • Exceptional communication, interpersonal and presentation skills; ability to quickly understand customer needs and map to Axelerant s engagement types.
  • Excellent writing skills and management of the sales process
  • Sense of entrepreneurship and desire to become a member of a dynamic team focused on constant growth and market leadership
  • Proficiency with CRM and presentation software
Preferred
  • Experience in Drupal and/or other technologies that are applied to custom solutions and implementations
  • Experience with Digital Strategy, Web Design, and Development
  • Knowledge of CRM and prospecting tools such as Salesforce.com, Hubspot
  • Previous, demonstrable public speaking or writing experience (i.e. video of an industry presentation at a conference, blog post series, etc.)
  • Previous sales methodology training (i.e. Sandler Sales Training)
Special ConsiderationsThough all of Axelerant s roles are work from anywhere, we are India-based for salaries and work timings. Explicitly, we expect people to typically have at least a five-hour crossover with the 11 AM to 7 PM India (UTC+05:30) timezone workday.,

Keyskills :
salescustomer servicecustomer relationsmarketingonboardingvoice of the customeropen source softwareweb content managementuser experience designidentifying new opportunities

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