Customer Success Manager

About the Team:
The Enterprise business unit at Apna owns revenue, sales and customer retention at Apna. The team comprises 3 sub- units - Sales, marketing, and Revenue Operations, which includes Customer Success Management. The sales team is divided based on industry expertise while the customer support team and marketing teams are horizontal. The team plays a pivotal role in job marketplace health as brands help Apna marketplace maintain network effect i.e. improve candidate retention and attract more candidates. At the same time, larger mandates from new clients helps provide strategic guidance to growth and the product team to build new solutions.
About the Role:
We are looking for a Customer Success Manager to provide support, nurture relationships and expand business for 400- 500 Tier 5 enterprises to promote these orgs higher Tiers. A CSM would be assigned 150- 300 orgs depending upon the workload. Tier 5 orgs are enterprises that currently behave like an SMB w.r.t purchase pattern, ticket sizes, engagement from sales team and are likely to have a client connect at junior to mid- management level.
About Career growth within the team, a CSM would gradually move up the ladder and start managing Tier 1 - Tier 4 clients and would eventually work directly w/ Pod leads/CSM head in big accounts management.

Responsibilities:
- Ensure reactive and periodic recruiter level connect to keep pulse of the account
- Extensive telephonic outreach to recruiters/admins as per outreach SOP (when to call? Whom to call? How to resolve the client's issues and grow Apna's business?.
- Understand the reason for low consumption/NPS and mitigate the issues either by self or via Priority support team (Subject matter specialist)
- Maintain tight documentation and close loops on red flags and periodically share "Voice of Customers"
- Own Net revenue Retention (NRR) for respective orgs
- Focusing on existing accounts with a client centric retention strategy - identify the right product for a role x city x # hires requirement, pitch a right product to maximize value for money
- Identify the need for training and creating timely tickets for product webinars, share tutorial videos on WA
- Identify & analyze the clients requirements & propose customized solutions for talent acquisition / branding needs.
- Support large sales by ENT Pod lead
- Periodically highlight big upsell/cross- sell opportunities to Pod leads - to be done via finding right decision makers in the org.
- For selective clients, perform sales analysis, usage review and planning vis- a- vis product analysis on a monthly basis - find usage patterns, discovery of hiring patterns, share of other digital platforms (naukri, WorkIndia, Shine, Monster etc.)
- Manage complex sales situations & acquire clients based on - value based selling.
- Closely monitoring of competitor activities and assisting in planning counter strategies