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Customer Success Manager
1 week ago
We are looking for a motivated, entrepreneurial and analytical Customer Success Manager to manage key merchants in a growing business.
This is a multifaceted role, requiring the ability to manage senior level relationships with external merchants, communicate with internal leadership, develop scalable processes and dive deep into problem solving.
You will be expected to manage day-to-day relationships with external partners, while continuing to identify new opportunities to improve existing processes for merchant onboarding, growth, and management.
You will be the voice for merchants to leadership as we challenge the status quo and invent on behalf of our merchants.
Responsibilities:
- Managing end to end relationships and performance for our merchants
- Coach merchants to grow their business by partnering with them on goal development, and providing tailored and structured recommendations to achieve those goal
- Manage the successful handling of new clients, maintain existing customers, negotiate renewal and upsell conversations, and proactively mitigate churn, improve existing processes for merchant onboarding, growth, and management
- Meet with clients regularly to establish strong relationships and inspire them to improve and strengthen their adoption to Salla
- Work closely with sales, product and engineering teams to share customer feedback and journeys, deliver outstanding client experiences, and have a direct impact on building our customercentric culture at Salla.
- Identify areas for improvement, including opportunities for product adoption and implementing new Salla features; recommending ways to best utilize Salla's solutions.
- Keep project timelines updated, monitoring deadlines each week and making adjustments as needed
- Schedule resources needed (design, dev, consulting) and manage resource relationships efficiently
- Contribute to the identification of opportunities for continuous improvement of processes, practices, work processes, cost effectiveness, and productivity enhancement
- Working crossfunctionally with the business, operations, marketing, product and tech teams.
- Addition tasks based on assigned projects or job requirements
Requirements:
- Bachelor's degree in Business Administration, MIS, Computer Science, IT or related field.
- Advanced communication and negation skills
- Experience in Customer Relation Management is a plus
- Upto date understanding of new technologies
- Satisfactory problemsolving skills to help resolve customer complaints or needs
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