Customer Success Manager

About The Company :
Uninstall.io is the First-Of-Its-Kind solution to help mobile apps “Solve the mystery of App Uninstalls”. It empowers mobile apps to understand the reasons for high uninstalls, Reduce uninstall rate, Optimize app marketing spends from Day 1 and enable efficient retargeting post uninstalls.

Website : uninstall.io

Job Profile : Customer Success Manager

Job Location : Bangalore

Desired Experience : 2 - 5 years

Course Specialization : BE/BTech/MCA/MTech

Training Period : None  

Batches : 2012/2011/2010

Salary : INR 4 - 8 LPA ( The Salary depends on quality/Skills /performance in interview rounds of the candidate )

Bond : None

Date of Joining : Immediate

Tentative Interview Date*: Will be communicated post registration window is closed.

*The shortlisted candidates will be sent Admit Cards/Call Letters on their registered mail Id, which they will need to carry on the date of Interview. No candidate will be entertained by the company without the formal intimation from Aspiring Minds.

Roles :

-Guide and educate customers giving them proactive assistance during onboarding and demo.

-Become the single point of contact for all customer queries (support or otherwise) and escalations.

-Own the customer’s success by training them on the product and giving them a framework to succeed in their churn reduction analysis.

-Become an expert on the customer’s product deployment which means you consult customers on how they can implement our products and reduce their churn and improve retention.

-Partner with the customers and continually assess, document, and analyze customer progress toward stated goals and results, only to provide guidance on how to best achieve these goals.

-Gather customer product feedback and communicate with product development to shape product road map.

-You will identify right business use cases as well where the product can be applied and work with customers for getting them implemented ensuring measurable results.

-Data driven in-approach to identify usage gaps and providing solutions with measurable results.

-Build value-based relationships with customers ensuring that they remain our customers.

-Negotiating and converting freemium customer as well as closing renewals with existing customers.

-Communicate and brain-storm with product team on customer feedback and help refine product roadmap.

-Work with marketing team to execute customer surveys, case studies, usability test etc.

Responsibilities :

-You will OWN this piece with complete freedom (and build a team after stabilising it)

-Experience managing customers both large and small and knowing how and why to manage them differently.

-Can handle handoffs from Sales to Onboarding and from Onboarding to Customer Success.

-Must have the ability to manage to get things done from the team. We value speed.

-Excellent verbal and written communication skills

-Strong Data-driven mentality and Good knowledge of Support tools like Zendesk

-Empathy and a unique ability to understand customer needs.

-Strong listening and coordination skills to appreciate customer/s concern and work along with tech team to successfully resolve them.

-2+ years of experience in a customer-facing role preferably at a SaaS company.

Benefits :

-ESOPs

-Free lunch and snacks

-Complete Freedom and Ownership

-Flexible work timings and leaves.

-Experienced and Talented peers & learning.

Interview Process :

-Telephonic/ Skype Round