Customer Success Executive

Customer Success /Key Account Specialist

A day in the life of this role

In Customer Success, youll be the friendly face and voice of Meritto, guiding our clients every step of the way. Your day will be spent building relationships, troubleshooting issues, and celebrating wins with clients as they see the impact of our solutions firsthand.

Proactively engage with customers right from the time of inception throughout the entire life-cycle of the customer which includes strategic and tactical guidance, client on-boarding, usage tracking, consultancy, training, meetings, workshop, upsell and renewal.

You must have high levels of self-motivation, excellent relationship management and the ability to communicate with both technical and business stakeholders.

We promise to offer a lot of challenges, opportunities to learn & grow in a fast-paced environment.

Key Roles & Responsibilities

? Gather requirements from clients, Suggest Product Solutions, coordinate with other teams to ensure seamless Implementation

? Frequent traveling at client locations for product training, and adoption purposes

? Have deep product knowledge of all product lines. Ability to showcase product demos and work out solutions

for business use cases using best product fit.

? Work with internal cross-functional teams (Product, Sales, Marketing, Product Marketing, Finance, support,

etc.) to ensure customer issues/ solutions are addressed.

? Review ongoing product usage, account health, risk assessment, industry trends, customer trends, and

competitor landscapes; Identity upsell/cross-sell opportunities,

? Provide actionable insights to decision-makers to influence strategy and performance

? Ability to effectively prioritize and execute tasks in a fast-paced environment

? Manage overall customer success to ensure high retention and renewal rate.

? Act as a bridge between the company and the client.

What were looking for

? Masters or Bachelors degree in business, IT, or a related field with 13 years of experience in Customer Success, Account Management (in a SaaS environment).

? Should be highly comfortable in the fast-paced, high-growth startup environment.

? Demonstrated track record in leading customer engagements, renewals, and upsell/cross-sell opportunities

in a SaaS environment

? Familiarity with SaaS products, CRM tools, and data-driven decision-making is required.

? Strong stakeholder management, analytical ability, and comfort with SaaS metrics (churn, NRR, CSAT,

etc.).

? Proficiency in Excel and report generation.

Who we are

At Meritto we believe in building more than just solutions. Were redefining the way education connects with technology. As one of IndiaLargest Vertical SaaS + Embedded Payments platform, were on a mission to build the Digital Backbone of Education Institutions by simplifying how educational organization runs from enrollment to lifecycle, advancement to finance, and beyond. Having mastered the art of student acquisition,were now expanding our horizons to cover the entire spectrum of running an educational organizationfrom managing the student lifecycle to driving student success and outcomes.

Whats our work culture like We work from the office in a dynamic, inclusive, and merit-driven space fuelled by the energy of collaboration and creativity coming together.