upGrad Hiring For Customer Success Associate at Pune, Maharashtra, India Full Time

• Note:

Role will involve extensive traveling within the city and beyond it as well in the designated territory.

Roles and responsibilities:

• Product Adoption and Usage:

Own responsibility for adoption of product, upsell and cross sell. Act as subject matter expert to train customers (higher education institutes) and partners. Develop strategic and tactical initiatives to maintain and improve customer onboarding, retention, and footprint growth. Benchmark progress on a quarterly basis, gather program measurements. Track and analyse the data to ensure achievement of the business goals agreed.

• Account Management:

Drive and conclude Product renewals. Lead regular status meetings with customers to review open initiatives and address any challenges impeding successful use of company solutions. Develop and maintain long-term relationships with stakeholders in your account portfolio, where appropriate, by networking between customers and channel partners.

• Customer Empowerment:

Be the Voice of the Customer and a strong advocate for your customers’ interests to the organization. Gather customer product feedback and communicate with product management and engineering to shape the product development roadmap. Identify use cases not yet covered by our current platform / patterns on issues faced by customers.

• Account Growth:

Creation of upsell / cross sell opportunities in your accounts by deepening customer relations, driving product usage, and making a plan together with the customer to grow business in their institutes. Work closely with the regional BDMs to convert opportunities into sales.

Requirements:

• Ability to work in remotely distributed teams with experience in B2B account management, customer success, cross-team coordination, escalation management and must possess the ability to think strategically while executing tactically and can create structure in ambiguous situations and design effective processes.
• Self-motivated, proactive team player, with excellent interpersonal skills and ideas to inspire customer loyalty, adoption and build relationships.
• Strong communication and public speaking skills with ability to influence people and stakeholders of CXO level.
• Candidate should be based out of Pune and should be ready to travel
• Prefer someone who is well versed with local language.

Qualifications:

• Candidates with prior experience in college / institutional sales or fresher candidates with an MBA degree and excellent communication and customer handling skills desired.
• Years of experience: 0-2 years.
• Experience in the edtech sector as well as startups is a plus but not mandatory.