JOB DESCRIPTION

Job Description

About Springworks

At Springworks, we're on a mission to revolutionize the world of People Operations. With our innovative tools and products, we've already empowered over 500,000+ employees across 15,000+ organizations and 60+ countries in just a few short years.

But what sets us apart? Let us introduce you to our exciting product stack:

• SpringVerify: Our B2B background verification platform
• EngageWith: Spark vibrant cultures! Our recognition platform adds magic to work.
• Trivia: Fun remote team-building! Real-time games for strong bonds.
• SpringRole: Future-proof profiles! Blockchain-backed skill showcase.
• SpringRecruit: Find talent effortlessly! Free applicant tracking system.
• Albus: AI-powered workplace search and knowledge bot for companies

Join us at Springworks and be part of the remote work revolution. Get ready to work, play, and thrive in an environment that's anything but ordinary!

Role Overview

We are searching for communicative candidates who are proactive and passionate about our products and the clients we serve. Customer Success Managers will act as a point of contact for their clients. They will build long-lasting, mutually beneficial relationships with their contacts, always striving to find the products which best fit the individual needs of the client.

As a Customer Success Manager, you will be responsible for managing and growing the company's relationships with clients. You will be the primary point of contact for these clients and will be responsible for developing and executing account strategies to drive growth and achieve revenue targets.

To be successful as a Customer Success Manager, you should be able to analyze data and sales statistics and improve business and marketing strategies. Ultimately, an exceptional key account manager should be able to manage multiple key accounts without compromising on the quality of services provided.


Responsibilities

• Develop and maintain strong relationships with key clients.
• Identify opportunities for upselling and cross-selling our SAAS products and services to existing clients.
• Act as the primary point of contact for assigned accounts, addressing any issues or concerns, and providing timely and effective solutions.
• Collaborate with the sales, marketing, and product teams to develop and execute account strategies that drive revenue growth and customer retention.
• Understand the client's business and industry to identify opportunities for growth.
• Analyze sales data and trends to form account strategies and forecast and track account metrics.
• Negotiate contracts and pricing with clients.
• Ensure timely resolution of concerns and issues.
• Attend industry events, conferences, and networking opportunities to build relationships and promote Springworks' products and services.

In 1 Month you will:

• Fully understand our products, services, policies, and systems.
• Familiarize with CRM and other necessary software.
• Be introduced to key accounts, understand their business needs and goals.
• Start building relationships with the key stakeholders of each client.

In 3 Months you will:

• Develop strong client relationships and begin to independently handle client issues.
• Consistently meet assigned quotas and objectives.
• Begin to identify opportunities for upselling and cross-selling within current client base.
• Understand industry trends and competitor activities.

In 6 Months you will:

• Successfully meet and exceed sales targets.
• Be fully capable of independently managing client accounts and resolving issues.
• Develop strategies for retention and growth within current client base.
• Start mentoring new account managers, if applicable.

Customer Success Manager KPI’s

• Customer Retention Rate: A critical KPI for any Account Manager, this measures the percentage of clients that continue to use your service over a given period of time. A high retention rate signals good client satisfaction.
• Net Promoter Score (NPS): This metric is used to gauge customer satisfaction and loyalty by asking clients how likely they are to recommend the company to others.
• Average Revenue Per Account (ARPA): This metric reflects the revenue generated per account on average over a specific period. It helps measure the effectiveness of upselling and cross-selling efforts.
• Customer Lifetime Value (CLTV): This metric forecasts the total revenue a business can reasonably expect from a single customer account.
• Customer Churn Rate: The churn rate is the percentage of clients who stop using your product during a given period. A low churn rate indicates good customer loyalty and effective account management.
• Expansion Revenue Rate: This KPI measures the percentage of revenue from existing customers due to upselling, cross-selling, or offering additional services.
• Response and Resolution Time: This measures how quickly an Account Manager responds to and resolves client issues.

Requirements

• 2+ years of experience in key customer success  or sales.
• Proven experience in SAAS account management or sales, preferably in a B2B environment.
• Strong understanding of SAAS products, services, and industry trends.
• Ability to build and maintain strong relationships with clients, understanding their needs and providing tailored solutions.
• Proven track record of meeting or exceeding sales targets and driving revenue growth.
• Strong communication, negotiation, presentation and interpersonal skills.
• Ability to work independently and collaboratively in a team environment.
• Proficiency in Microsoft Office and CRM software.

NOTE - This role will follow North America Zone shift (10.00 pm IST onwards)

 

About Company / Benefits

• Work from anywhere effortlessly with our remote setup perk: Rs. 50,000 for furniture and headphones, plus an annual addition of Rs. 5,000.
• We care about your well-being! Our health scheme covers not only your physical health but also your mental and social well-being. We've got you covered from head to toe!
• Say hello to endless possibilities with our learning and growth opportunities. We're here to fuel your curiosity and help you reach new heights.
• Take a breather and enjoy 30 annual paid leave days. It's time to relax, recharge, and make the most of your time off.
• Let's celebrate! We love company outings and celebrations that bring the team together for unforgettable moments and good vibes.
• We'll reimburse your workation trips, turning your travel dreams into reality.
• We've got your lifestyle covered. Treat yourself with our lifestyle allowance, which can be used for food, OTT, health/fitness, and more. Plus, we'll reimburse your internet expenses so you can stay connected wherever you go!

Join our remote team and experience the freedom and flexibility of asynchronous communication. Apply now!

Know more about Springworks:

1. Life at Springworks: https://www.springworks.in/blog/category/life-at-springworks/ 
2. Glassdoor Reviews: https://www.glassdoor.co.in/Overview/Working-at-Springworks-EI_IE1013270.11,22.htm
3. More about Asynchronous Communication: https://www.springworks.in/blog/asynchronous-communication-remote-work/