Customer Success Executive - Enterprise Sales | Pune

Apna

  • Pune, Maharashtra
  • Rs. 4,00,000-8,00,000 per year
  • Permanent
  • Full-time
  • 1 month ago
  • Apply easily
About the TeamThe Enterprise business unit at Apna owns revenue, sales and customer retention at Apna. The teamcomprises 3 sub-units - Sales, marketing, and Revenue Operations, which includes CustomerSuccess Management. The sales team is divided based on industry expertise while the customersupport team and marketing teams are horizontal. The team plays a pivotal role in job marketplacehealth as brands help Apna marketplace maintain network effect i.e. improve candidate retentionand attract more candidates. At the same time, larger mandates from new clients helps providestrategic guidance to growth and the product team to build new solutions.About the RoleWe are looking for a Customer Success Manager to provide support, nurture relationships andexpand business for 400-500 Tier 5 enterprises to promote these orgs higher Tiers. A CSM would beassigned 150-300 orgs depending upon the workload. Tier 5 orgs are enterprises that currentlybehave like an SMB w.r.t purchase pattern, ticket sizes, engagement from sales team and are likelyto 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 managingTier 1 - Tier 4 clients and would eventually work directly w/ Pod leads/CSM head in big accountsmanagement.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 tocall? 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 byself 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 theright product for a role x city x # hires requirement, pitch a right product to maximizevalue for money● Identify the need for training and creating timely tickets for product webinars, sharetutorial videos on WA
● Identify & analyze the clients requirements & propose customized solutions for talentacquisition / branding needs.● Support large sales by ENT Pod lead.● Periodically highlight big upsell/cross-sell opportunities to Pod leads - to be done viafinding right decision makers in the org.● For selective clients, perform sales analysis, usage review and planning vis-a-visproduct analysis on a monthly basis - find usage patterns, discovery of hiringpatterns, 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.

Apna