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Account Management - Customer Success

Zingo techservices , Bangalore / Pune · zingo.co.in · Full-time employment · Business/Management

<h4>Job Description</h4>

Job Summary

About Us

About 6 million Indians commute daily from home to work and back, spending USD 4.5B
annually. 45% of this spend is financed by the employer through the employee
transportation service that they offer. Since 2015, we have
been the preferred solution for India Inc. for their employee transport operations.Our product aggregates fleet from fleet operators and enables these vehicles with
technology to create a ‘technology integrated fleet’ offering for the daily commute of
employees. As the market leader in this industry we are continuously innovating to
establish a dominant position in a highly unorganized and fragmented market. At
our company we believe in creating technology for the future and this is reflected in the 7
patents we have. We are a venture funded, Bangalore based company, with pan-India
operations and offices in Bangalore, Pune and Gurgaon.
The founding team at our company is drawn from premier institutions like ISB, IISc and IIM
with over 50 years of collective experience.

Job Description

Given that our product is a category creator and an industry disruptor, the Customer
Success function is critical to driving adoption. We will not be successful unless our
customers are receiving massive value from our product.
The Customer Success function at our company is responsible for account on boarding and
maintenance, fleet operations design for service delivery, providing a consulting touch
to the end customer and up selling to the accounts. The Customer Success Program
manager heads the customer engagement and program management for the entire
west region in India. He/she is responsible for leading all the programs in west region
establishing strong customer relationships, ensuring high quality customer experience,
promoting adoption and executing flawless service delivery to achieve high CSAT and
loyalty.

Responsibilities and Duties

Responsibilities

• Product installation & service initiation
o Elicit requirements using interviews, document analysis etc
o Critically evaluate information gathered from multiple sources, decompose
high-level information into details, abstract up from low-level information to
a general understanding, and distinguish user requests from the underlying
true needs.
o Proactively communicate and collaborate with client and internal teams
to analyze information needs and functional requirements.
o Follow strong project planning principles to demonstrate detailed planning
(using tools like MS Project) and tracking towards timely, in-budget delivery
of project commitments.
• Business Analysis (Excel skills and power point skills). Should have analytical mindset
to understand the details.
• Drive our product post implementation customer adoption and client
engagement.
• Build strong customer relationships with key stakeholders and handle escalations.
• Program management for new and existing accounts.

Required Experience, Skills and Qualifications

Candidate Profile

Experience
1. Minimum 1 - 3 years of experience.
2. 1 – 2 years of experience as individual contributor in customer facing roles.
3. 1 - 3 years of experience in account management / program management roles.
4. Excellent excel skills
5. Excellent verbal & presentation skills.
6. Strong written communication skills.

Education
1. MBA and/or BE/B. Tech or equivalent.

Location

Pune / Bangalore

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