Tracxn - Customer Success Manager - APAC (2-6 Years)

Job Description

As a Customer Success Manager (CSM) at Tracxn, you will own and manage multiple customer accounts and act as a single point-of-contact for them. You will help drive Tracxn platform adoption by understanding the customers use cases and helping them use Tracxn products to address those use cases. You will interact with key stakeholders (Partners, CXOs, VPs) from venture funds and large corporates globally on a frequent basis over emails and calls. The role may also involve people management and leading a team of Customer Service Executives.

Key Responsibilities

• Act as a single point of contact for B2B customers during the entire subscription lifecycle
• Develop a thorough understanding of the Tracxn platform, product offerings for guiding the clients
• Onboard new customers and convey the platforms functionalities relevant to their use case
• Drive platform adoption - features, periodic changes, query resolution
• Manage customer relationships and support all customer requirements
• Understand customer queries and provide the best possible resolution for the same
• Identify the real reasons for customer churn and help prevent it
• Train and manage/mentor a team of Customer Success Executives

Timings

• 9 AM - 6 PM IST

What we are looking for:

• Excellent written and verbal communication skills
• Strong phone and email etiquette to effectively address customer queries
• Demonstrate "Customer Empathy" - ability to identify and understand a customer's situation and motives
• Team handling experience is a plus, but not mandatory
• 2-6 years of work experience

What can you expect at Tracxn?

• Meritocracy-driven, candid culture with no politics
• Like-minded intellectually curious colleagues
• Fast paced learning. Continuous mentorship to help achieve peak potential

Founders:

• Neha Singh (ex-Sequoia, BCG | MBA - Stanford GSB)
• Abhishek Goyal (ex-Accel Partners, Amazon | BTech - IIT Kanpur)

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Keyskills:   Customer Success B2B Customer Experience SAAS Key Account Management Customer Life Cycle Management Client Engagement Customer Engagement Client Satisfaction