Our success is in the success of our customers. Only you can make that happen.
A Senior Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.
About FieldAssist
FieldAssist is a SaaS based technology platform transforming route-to-market capabilities of CPG companies across the value-chain. From distributors to retailers, salesmen to leaders, all stakeholders are connected digitally through an integrated platform which simplifies how sales are planned, processed and predicted, and distribution is discovered, developed and deployed. Headquartered in Gurugram, India, and with clients in 10 countries in Asia and Africa, FieldAssist is a 'Proud Partner to Great Brands,' delivering ready insights and powering GTM strategies for 600+ CPG brands including Godrej Consumers, Saro Africa, Danone, Haldiram’s, Eureka Forbes, Bisleri, Nilon’s, Borosil, Adani Wilmar, Philips, Ching’s and Mamaearth among others.
FieldAssist is certified by Great Place to Work® for having created a great place to work for all its employees by excelling on the 5 dimensions of High-Trust, High-Performance Culture™ – Credibility, Respect, Fairness, Pride and Camaraderie.
Responsibilities:
1. Manage a portfolio of SMB / SME/ MSME customers.
2. Lead a team of CS Executives to drive customer relationships and retention.
3. Ensure high client satisfaction and timely resolution to any escalations/requirements within TAT. Collect and disseminate feedback to internal teams to help improve our services and products.
4. Develop dynamic success plans that will demonstrably deliver on customer expectations and manage exceptions.
5. Build strong customer advocacy and ensure their retention
6. Build SOPs for Customer Onboarding and growth journey, identify key metrices and create plans to improve/maintain them.
7. Be the trusted advisor and display though leadership to the customer acting as a consultant showing them best practices and industry benchmarks
Who we're looking for:
1.MBA graduate with at least 6+ years relevant work experience in a customer success or consultancy role.
2. Team handling experience of 6 + members
3. Previous experience collaborating with different internal functions within a fast-growing SaaS/Tech company; operating at the intersection of product, sales, and delivery
4. Excellent networking, relationship management skills. High Customer Centricity.
5. Familiarity with Supply Chain data and workflow experience preferred
6. Basic Knowledge of web technologies like HTML, SQL, API, Json, iOS and Android platforms
7. Proficient in Microsoft Office Suite specifically Excel and PowerPoint
Know You Leaders
Divir Tiwari is the Co-founder and CEO, a graduate from Indian Institute of Technology, Dhanbad who loves to interact and apprehend concerns which have a potential to be resolved with new-age technology. In 2014, Divir cofounded FieldAssist, a part of Flick2Know. Driven to solve the most critical challenge of the CPG industrymapping and monitoring field sales staff. Today, under his fine leadership, FieldAssist powers go-to-market strategies of over 600 CPG brands with tens of products and uncountable innovations in its portfolio.
Nikhil Patwari is the Head - Growth & Alliance, a graduate from Indian Institute of Technology, Dhanbad who loves to innovate solutions for complex CPG problems. In 2014, Nikhil wore the hat of Product Lead at FieldAssist. Driven to solve the most critical challenge of the CPG industry- mapping and monitoring field sales staff. Today, under the fine leadership of Nikhil as the Product Head, FieldAssist powers go-to-market strategies of over 550 CPG brands with tens of products and uncountable innovations in its portfolio.
FieldAssist on the Web:
Website: https://www.fieldassist.com/people-philosophy-culture/
Culture Book: https://www.fieldassist.com/fa-culture-book
CEO's Message: https://www.youtube.com/watch?v=bl_tM5E5hcw
LinkedIn: https://www.linkedin.com/company/fieldassist/