Customer Success Executive - Enterprise | Delhi
TLDR
Provide customer success for 400-500 Tier 5 enterprises, nurturing relationships and upselling solutions while driving net revenue retention through customized strategies.
About the Team
The Enterprise business unit at Apna owns revenue, sales and customer retention at Apna. The team comprises 3 sub-units - Sales, marketing, and Revenue Operations, which includes Customer Success Management. The sales team is divided based on industry expertise while the customer support team and marketing teams are horizontal. The team plays a pivotal role in job marketplace health as brands help Apna marketplace maintain network effect i.e. improve candidate retention and attract more candidates. At the same time, larger mandates from new clients helps provide strategic guidance to growth and the product team to build new solutions.
About the Role
We are looking for a Customer Success Manager to provide support, nurture relationships and expand business for 400-500 Tier 5 enterprises to promote these orgs higher Tiers. A CSM would be assigned 150-300 orgs depending upon the workload. Tier 5 orgs are enterprises that currently behave like an SMB w.r.t purchase pattern, ticket sizes, engagement from sales team and are likely to 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 managing Tier 1 - Tier 4 clients and would eventually work directly w/ Pod leads/CSM head in big accounts management.
Responsibilities
● Own Net revenue Retention (NRR) for respective orgs
○ Focusing on existing accounts with a client centric retention strategy - identify
the right product for a role x city x # hires requirement, pitch a right product to
maximize value for money
○ Customization of the training modules for the existing clients by maintaining
good relationships.
○ Identify & analyze the clients requirements & propose customized solutions for
talent acquisition / branding needs.
○ Interaction with senior management in the client organizations & present Apna's
products & services.
● Upsell Apna's online solutions Corporate clients - Jobs, DB, banners, new products
○ Sales Analysis, Usage review and planning vis-a-vis product analysis on a monthly
basis - find usage patterns, discovery of hiring patterns, share of other digital
platforms (naukri, WorkIndia, Shine, Monster etc.)
○ Manage complex sales situations & acquire clients based on - value based selling.
● Following the complete sales cycle and ensuring payment collection.
● Closely monitoring of competitor activities and assisting in planning counter strategies
Apna builds a professional networking platform that connects blue-collar job seekers with small and medium-sized businesses across India. Focused on empowering the working class, Apna tackles the challenges of opportunity and skills access, making it a vital resource for millions of job seekers and employers. Its rapid growth and extensive user base highlight its commitment to transforming the job market landscape.