Eshopbox - Customer Success Manager

Responsibilities

- On board new customers/clients on the platform.

- Define and optimize customer journeys.

- Gather and provide feedback from/to other departments, including Sales, Services, Support, Product, and others, to improve the customer experience.

- Create company-wide customer feedback loop Help foster company-wide culture of Customer Success.

- Showcases newly released features and maximize the usage of relevant features.

- Do an in-depth analysis of your customers and suggest improvements to their ecommerce operation.

- Identify up sell opportunities and ensure renewals.

- Schedule and complete monthly business reviews with the customers.

- Manage customer escalations with speed and urgency, mobilizing resources across the company as appropriate.

Eligibility

- 3-5 years experience in Customer Success functions in B2B Ecommerce or SAAS companies (Preferable).

- Vast experience interacting and planning with C-level executives.

- An ability to understand business problems, thinks of solutions, and also effectively communicates the same.

- Experience of calculating Net Churn and Logo Churn.

- Analytical and Process Oriented mind set.

- Combined Background of client / brand onboarding and Customer Success experience.

- Exposure to Internet/Ecommerce sector.

- Excellent verbal and written communication skill