Customer Success Manager - Pilot Accounts

Apna

Bengaluru, Karnataka, India Remote permanent

Posted: November 26, 2024

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Quick Summary

Customer Success Manager - Pilot Accounts is a key role that involves providing end-to-end support to pilot accounts, including setting up the organization, client onboarding, and ensuring high-quality documentation.

Required Skills

Customer Service Onboarding Database Banner Design Performance Tracking Coordination Documentation Strategic Communication Risk Analysis Customer Feedback

Job Description

KRA/KPI:

• [Primary - 90%] Provide end to end support to a pilot after BD sets up the org (ID, workspace ID, credit transfer approval), includes - % pilots conducted as per SOP, % successful pilots, Quality of documentation
• Client onboarding for pilot, set expectations and provide overview of pilot (product, duration, success goals, support required from client etc.)
• Understand hiring requirement and post jobs, use DataBase, design and run banner to drive FF
• Coordinate w/ product incase of low FF, relevancy issues and implement action items e.g. English marker, Banner > Tally page, FF RCA of jobs
• [Joint responsibility] Help BD in coordination w/ recruiters to track hiring outcome and lead processing status
• Document pilot outcomes - funnel status, what went well and what didn't? and periodically share updates w/ product, growth and enterprise team for strategic decisions.

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