Key Responsibilities / Accountabilities:
- Account Manager
As Account Manager you should have demonstrated skills in setting up Customer Success
processes in a dynamic and fast paced environment. Key is execution, adoption and collaboration
with emphasis on getting things done.This is a leadership role. Incumbent is expected to have built a successful customer success team
...
for our leading Enterprise B2B SaaS platform, ERPNext. You are expected to work directly in
managing the customer lifecycle in Frappe by designing methods and tools towards acquiring,
adopting, expanding and renewing customers.
Job Summary:What you will be working on:
● Managing Customer Expectation
● Set expectations for Customer Success team
● Define a clear customer lifecycle and measurable customer success touch
points
● Design processes and tools to manage, meet and exceed customer
expectations
● Onboard new and existing teams to execute customer expectation
management
● Set up structured meetings for customer onboarding
● Identify various touch points during product implementation and support● Personalisation
● Drive individualised attention through
● Feature adoption
● Tracking daily active users
● Other measurable metrics
● Offer learnings to success team allowing them to build product and industry
knowledge
● Make data insights available for success team helping them identify usage
patterns and personalise ERPNext adoption● Providing timely resolution
● Build on existing support team and tools
● Successfully and continuously manage support tickets numbers and nature
● Proactively identify issues through usage and adoption patterns
● Build customer interaction capabilities (surveys forms/ feedback)
● Understanding circumstances and driving customer connect
● Build success team that takes ownership of customer issue resolution
● Conduct CSATs and NPSs regularly
● Manage Expansion and renewal rate through successful ERPNext adoption
● Embedding Customer Success as a core value at Frappe
● Work on open and consistent communication between teams focusing on doing
the right thing for customer
● Build culture of trust between sales, success and delivery teamsWhat we are looking at:
● MBA from tier 1 colleges and 2+ years background are a consulting
● Should have a problem solving mindset and generalist
● Learning mindset and ability to grasp new technology and product quickly
● Strong communication skills with an ability to communicate essentials as well as
gather requirementsexperience
15show more Key Responsibilities / Accountabilities:
- Account Manager
As Account Manager you should have demonstrated skills in setting up Customer Success
processes in a dynamic and fast paced environment. Key is execution, adoption and collaboration
with emphasis on getting things done.This is a leadership role. Incumbent is expected to have built a successful customer success team
for our leading Enterprise B2B SaaS platform, ERPNext. You are expected to work directly in
managing the customer lifecycle in Frappe by designing methods and tools towards acquiring,
adopting, expanding and renewing customers. - Job Summary:What you will be working on:
● Managing Customer Expectation
● Set expectations for Customer Success team
● Define a clear customer lifecycle and measurable customer success touch
points
● Design processes and tools to manage, meet and exceed customer
expectations
● Onboard new and existing teams to execute customer expectation
management
● Set up structured meetings for customer onboarding
● Identify various touch points during product implementation and support● Personalisation
...
● Drive individualised attention through
● Feature adoption
● Tracking daily active users
● Other measurable metrics
● Offer learnings to success team allowing them to build product and industry
knowledge
● Make data insights available for success team helping them identify usage
patterns and personalise ERPNext adoption● Providing timely resolution
● Build on existing support team and tools
● Successfully and continuously manage support tickets numbers and nature
● Proactively identify issues through usage and adoption patterns
● Build customer interaction capabilities (surveys forms/ feedback)
● Understanding circumstances and driving customer connect
● Build success team that takes ownership of customer issue resolution
● Conduct CSATs and NPSs regularly
● Manage Expansion and renewal rate through successful ERPNext adoption
● Embedding Customer Success as a core value at Frappe
● Work on open and consistent communication between teams focusing on doing
the right thing for customer
● Build culture of trust between sales, success and delivery teamsWhat we are looking at:
● MBA from tier 1 colleges and 2+ years background are a consulting
● Should have a problem solving mindset and generalist
● Learning mindset and ability to grasp new technology and product quickly
● Strong communication skills with an ability to communicate essentials as well as
gather requirements
experience
15show more
