About Us: (https://itilite.com)
ITILITE is a leading global brand in the Business Travel, Expense & Cards Management space.
Our mission is to help companies simplify their travel and expense processes, making it an enjoyable experience for employees. We operate on a B2B SaaS model, with a strong presence in the USA and India, serving over 500 customers.
We are a Series-C funded company, having raised over $45 million from Global Tier 1 VCs like Tiger Global, VY Capital, Greenoaks, and Z47 (Matrix Partners).
We are also trusted by multinational brands like Decathlon, MindTickle, JC Decaux, and Automation Anywhere amongst others.
Website: https://bit.ly/3RIhn9H
Check out our G2 profile to know more: https://www.g2.com/products/itilite/reviews
Job purpose: An Associate Customer Success Manager will be a strategic and supportive partner for the customers at every stage of the buying process. Focusing on building loyalty to ensure long-term client retention by presenting product information, addressing customer issues, and helping the sales team with upsell, cross-sell, and renewal
What will be expected from you
ITILITE is looking for a Customer Success Manager to be a part of our mission to use technology and data to bring corporate travel to the 21st century.
- Work with a cross-functional team (spanning Sales, Product, Engineering, and Finance) and be responsible for nurturing existing customers.
- Build systems/ processes to track user activity (especially adoption of our product), diagnose potential problem areas, and coordinate with other teams to resolve these issues
- Execute content/ feedback campaigns to engage users, and increase their activity on the platform
- Maintain a detailed understanding of products and services, assist customers with questions, and suggest the best products for their needs
- Optimize existing processes within the company and actively enhance all Customer Success initiatives
- Represent the voice of the customer to provide input into every core product, marketing, and sales process
- Collaborate with the engineering and development team to set up or configure our software platform as per customers requirements and troubleshoot technical issues raised by customers
- Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
Who'll be an ideal candidate
- 1+ years of customer success experience
- Experience interacting with enterprises
- Understand customer outcomes by communicating with customers, analyse customer health metrics, run NPS, and gather other feedback
- Schedule & conduct regular reviews with customer's key stakeholders to demonstrate value & successfully renew accounts
- Go very deep in product
- Customer handling skills – customer facing
- Monitor data
- Qualities required – high effort, great product understanding, go deep in numbers, don't be a postman, not blaming ITILITE, don't be an implant
What can you expect
- Working with some of the leaders coming from varied sectors & firms such as McKinsey, LinkedIn, Verizon, ITC, WhatFix, Microsoft, Spinny, Myntra, and more
- Sense of ownership and an intrapreneur-led agile way of working
- Fast-track growth that is impact and output-oriented
