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ManagerFull-time
Salary Range
$115,600 - $156,400 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Customer Success Manager to join our team at Oxylabs, a market-leading proxy and web scraping solution provider. This role involves managing client relationships, growing the existing client base, and collaborating with internal stakeholders to ensure client satisfaction and retention.
Key Responsibilities
- →Engage with clients via channels like email, online meetings, etc., to inform them of updates, new features, and relevant information.
- →Proactively schedule regular calls with clients to discuss their needs, challenges, and feedback.
- →Monitor and prioritize client support tickets, utilizing personal expertise to resolve complex issues.
- →Regularly review and analyze clients' product/service usage to understand patterns and trends.
- →Keep the CRM system updated with relevant client information, interactions, and agreements.
- →Review and verify that invoices are correctly issued in accordance with the agreed-upon terms and services.
- →Collaborate with clients to define and document long-term objectives and goals.
- →Analyze client usage patterns to identify opportunities for upselling additional services or products.
- →Research and identify potential new business opportunities within the existing client base.
- →Collect and distill customer feedback to provide insights to internal teams.
- →Collaborate with technical, support, and legal teams to address client requirements.
- →Negotiate and execute renewal contracts, ensuring that all agreements are documented, signed, and up to date.
- →Regularly assess client satisfaction and identify accounts at risk of attrition.
Requirements
- ✓Over 7 years of experience managing and upselling to strategic and enterprise B2B accounts in the technology sector.
- ✓Bachelor’s degree in Technology/Engineering. MBA degree is a plus, preferably from a tier-1 B-school.
- ✓Eligible to travel to Europe and within India.
- ✓Strong technical acumen and passion for understanding our technology.
- ✓Expertise in serving clients across tech industries including Marketing & Advertising, Travel & Hospitality, Ecommerce, Cybersecurity, and Financial services.
- ✓Empathetic, with strong acumen in building meaningful relationships with customers.
- ✓Strong business acumen, along with excellent negotiation and objection handling skills.
- ✓Exceptional presentation, communication, and meeting facilitation skills in both English and Hindi.
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