Customer Success Manager

Key Responsibilities:

• Maintain a balanced weekly schedule of activities:
  • 10 hrs – Research on the existing and prior customer base in terms of service, feature, product commitment. Research shall be done with both internal & external stakeholders to find out Upsell/Cross Sell opportunities.
  • 20 hrs – Upsell/Cross Sell in the existing and prior customer base.
  • 4 hrs – Cross-functional collaboration (with Sales, Pre-Sales, Project Management, Design, Development, etc.).
  • 4 hrs – Learning & Skill Development.
  • 2 hrs – Reporting and updates to the Head of Sales/Head of Project Management/Management.
• Identify and approach internal stakeholders i.e. Sales, Pre-sales, Designers, Developers, Team Leaders, Managers to find out Upsell/Cross sell opportunities.

• Sorting out of potential high valued, medium valued and low valued customer base.
• Analysis of customer base in terms of their products/services, future growth potential, organogram, persona mapping, financial strength, funding situation etc.

• Position potential services of Musemind to the appropriate customer base.
• Conduct portfolio presentation and use case presentation to the relevant customers.
• Create pipelines from the existing and prior customer base.
• Conduct necessary internal collaboration to create offer for the customer.
• Negotiate with customer to close the deals.
• Be responsible to get the testimonial from the customer.
• Share weekly updates with management on progress and performance.
• Identify gaps and work with project management team to improve overall customers experience.

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Requirements :

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• 3–5 years of experience in customer success management, project management, business development etc.

• Proven track record of generating at least USD 500K in yearly Upsell/Cross Sell from existing customers.

• Proven track record of at least 20 Upsell/Cross Sell experience in a year.
• Working experience as a project manager or with project managers is a must.
• Strong English communication skills are must (spoken and written).
• Self-driven, proactive, and target-oriented.
• Flexible with working hours to support customers across different time zones.

Qualifications:

• Bachelor’s degree in Business, Engineering, Marketing, Sales, or related field.
• Qualifications in international business, project management, or sales are must.
• Solid understanding of sales ecosystems, project delivery, customer success and business development processes.

• Proficiency in CRM tools and reporting systems.
• Strong relationship skills to make customer successful.

Benefit:

• Salary: Negotiable + Commission (Variable)
• Two weekly holidays.
• Full subsidized lunch and snack facilities.
• Yearly salary review.
• Two festival bonuses.
• Professional development opportunities.
• A creative and collaborative work environment.
• Team hangout, participate in sports events (Table Tennis, Foosball and other indoor games).
• Health insurance benefit after completion 1 year.
• Long Service Benefit