Senior Customer Success Manager

Mumbai, Maharashtra, India | Sales | Full-time | COVID-19 remote


Company Introduction:

Cogno AI by AllinCall is an Omnichannel Cloud Communication-as-a-Service that uses a combination of ChatBots, Live Agent Chat, Cobrowsing, and Video Calling to provide a Delightful Customer Experience across all Digital Channels.
We work with 45+ large Enterprise clients (ICICI Group, Kotak Group, HDFC Group, State Bank Group, Aditya Birla Group, Bajaj Group, etc).
We are on a mission to build the best Communication Solutions for Businesses to help them with a delightful Customer Experience.
Location: Currently remote, eventually Mumbai


Roles and Responsibilities:-

The Job requires you to ensure that our Products are offering the right Return on Investment (RoI) to our strategic and key clients post-implementation. The important set of activities includes:

1. Onboard new key clients, help with necessary product training and maintain a profitable relationship with the clients.
2. Keeping a track of the usage of our Products across our clients, and conducting regular MBR/QBRs
3. Identifying the implementations where the usage of the Product is low and that
the client is not getting the right RoI.
4. Identifying what has gone wrong, working with the Client, our Sales Team, and our
Operations team to understand the exact reason for the lack of RoI, and establishing
and implementing a plan of action to fix the same.
5. Conducting training sessions with the clients to ensure the right understanding of
our Products.
6. Analyze customer data to improve customer experience.
7. Minimize customer churn, and expand the account through active upselling and internal lead generation, referrals, cold calling to generate cross-sell leads, etc.
8. Track and maintain good NPS and CSAT score for existing accounts, and determine
customer satisfaction and use the findings to improve on areas of complaint.
9. Tracking and managing the Software License Renewals.



The following are the important eligibility requirements for this Job:
1. 8-12 years experience and Interest in Customer Success Domain. Experience in a B2B Software Product would be preferred. Should have handled high ticket size enterprise accounts.
2. MBA and B. Tech in Computer Science or IT or equivalent degree would be preferred.
3. Fluent in Verbal and Written English.

Perks and Benefits:

  1. Competitive Salary Range
  2. Health Insurance for Self and Family
  3. Work-from-home Allowance
  4. Term Insurance
  5. Kaha Mind Mental Wellness Plan

Note - Only shortlisted candidates will be contacted.