Customer Success Manager

What we are looking for

We are looking to hire a Customer Success Manager to monitor relationships with existing customers to ensure customer satisfaction and retention; s/he will also be responsible for coming up with customer lifetime value strategies ensuring maximum profitability. They will coordinate with other members of the team to deliver a topclass service.

What does the job involve

Customer Success Management

• Develop the Helium Customer Service (CS) model and determine tool to manage it ensuring it works seamlessly across the organization and captures all required information at key points in the customer life cycle.
• Develop and deliver CS strategies across the Service Delivery value chain to encourage customer retention and customer loyalty.
• Leverage customer data to drive deeper product adoption and increase customer lifetime value (CLV)..
• Manage the database of Helium customers ensuring it is effectively segmented for targeted marketing activities.
• Continually promote the Helium brand/services to ensure that Helium is topofmind for customers.
• Execute customer risk evaluations and provide improvement services on the threatened accounts in collaboration with the Growth and Tech Teams.
• Deploy corresponding training materials to educate external customers on the issue as necessary and on internal teams towards effectively creating strong customerbrand relationships.
• Develop targeted onboarding resources based on customer segment and product reducing time to first value

Business Insight

• Participate with senior management in the development and implementation of customer risk control policy marketing and business strategy.
• Analyze churn data to identify top reasons for customer churn and develop proactive outreach plans to reduce churn rate.
• Scout for and identify opportunities for new products and service delivery within existing clients and pass information to corresponding Growth Teams.
• Analyze compiled customer insight data and collaborate with Growth R&D and Product Development Teams to recommend possible new streams of income.

People Management

• Manage motivate and support team performance; mentor and coach reports to ensure performance in the team is sustained.
• Optimize customer success team into Subject Matter Experts focused on customer segments product types and business needs.

Qualifications

• Minimum 8 years experience in customer service engaging in acquisition reengagement and retention strategies.
• Solid experience with Customer Service Systems and KPI metrics with experience in basic set ups and development of corporatelevel CS programs and campaigns
• Experience working with multiple communication channels in consumer interactions
• Eager to work in an entrepreneurial environment and help drive innovation
• Can be very patient and empathetic to customer needs and can maintain professional composure in difficult situation
• Enjoys educating customers about various product features and is eager to help customers succeed
• Excellent communication skills that will ensure effective conveyance of information and execution of duties in a crossfunctional setting.
• First Degree in Marketing Information Technology Public Relations Business Administration Economics Finance or any other related field. The equivalent of the same in working experience is also acceptable.

Benefits

• Package includes guaranteed take home
• 20 days holidays public holidays
• Enhanced Parental Family Leave 60 days paid Maternity Leave and 20 days paid
• Paternity Leave. Our Adoption Leave policy follows the similar arrangements.
• 12 days paid Sick Leave
• Health Insurance or Medical Allowance
• Robust Learning and Development Opportunities
• Teambuilding activities and social events
• Amazing team culture!

• Package includes guaranteed take home

• 20 days holidays public holidays

• Enhanced Parental Family Leave 60 days paid Maternity Leave and 20 days paid

• Paternity Leave. Our Adoption Leave policy follows the similar arrangements.

• 12 days paid Sick Leave

• Health Insurance or Medical Allowance

• Robust Learning and Development Opportunities

• Teambuilding activities and social events

• Amazing team culture!

Remote Work :

No