CloudEagle helps finance, operations & IT teams save on software spend and helps streamline the renewal and buying process. We have helped several companies save 10-30% on their software spend and hundreds of hours renewing and buying apps. (Website)
Shift timing- 6:30 PM to 3:30 AM IST
Job Summary:
As a member of the CloudEagle team, you will play a pivotal role in driving customer goals, product utilization, and revenue expansion. Your focus will be on ensuring customer engagement, success, retention, renewal, and growth while managing overall account relationships. The ideal candidate possesses exceptional interpersonal and communication skills, is passionate about customer advocacy, and has a proven track record in scaling Customer Success/Support functions for Enterprise SaaS startups.
Key Responsibilities
- Own Accounts: Manage assigned customer accounts, ensuring top-notch service, satisfaction, and long-term retention.
- Customer Handling: Build and maintain strong relationships with customers, proactively addressing their concerns and ensuring a seamless experience.
- The Account Manager (AM) will independently manage onboarding and implementation activities, ensuring smooth customer transition and successful execution
- Solutioning: Understand customer pain points and provide tailored solutions by leveraging CloudEagle's offerings effectively.
- Driving Product Adoption: Educate customers on CloudEagle's features and best practices to maximize product adoption and customer success.
- Report to Leadership: Regularly update leadership on account status, customer health, and engagement metrics with detailed reports.
- Reporting: Analyze key performance indicators (KPIs), customer feedback, and usage patterns to provide insights for improving customer engagement.
- Engage with Customer Stakeholders: Understand customer goals and lead Quarterly Business Reviews (QBRs) to align on performance and future plans.
- Handle Upselling and Renewals: Identify upsell opportunities, drive renewals, and contribute to revenue growth by strengthening customer relationships.
Experience:
- Over 5 years of experience in customer-facing roles, with more than 2 years previous work experience as Key Account Manager/Solution Sales Engineers or similar role in a SaaS organization.
- Must have prior experience working with Jira, Hubspot(or any CRM tool).
- Strong technical understanding of the product and overall platform functionality
- Experience with cloud technologies and solutions.
- Good working knowledge of the B2B industry
- Good problem-solving and negotiation skills
- A customer-oriented attitude that drives results
- Entrepreneurial mindset, tremendous drive ownership, motivated and result-oriented
- Should be able to work in a fast-paced startup environment
Tools Required:
- Working knowledge of customer success and project management tools such as Jira and HubSpot.
- Proficiency with communication and collaboration tools including Zoom, Slack, and Microsoft Teams for regular customer interactions.
