The Customer Success Manager (CSM) role at Tracxn is a high impact role where you will own and manage multiple customers. You will drive customer platform adoption by understanding their use cases and mapping them to our platform and product offerings. You will be interacting with key people (Partners, CXOs, VPs) from venture funds and corporates globally. The role also involves managing and mentoring a small team of Customer Service Executives.
Act as a single point of contact for B2B customers during their entire subscription lifecycle at Tracxn
Onboarding new customers and conveying platform functionality and periodic changes/feature updates and own platform adoption
Develop a thorough understanding of Tracxn platform and product offerings and explain the same to customers
Relationship Management with a set of customers and helping them with all their requirements from the product
Proactively reach out to customers and help them understand new features on the platform and increase engagement
Understand customer queries and provide best possible resolution for the same
Identify the real reasons of customer churn and help prevent it
Train and manage/mentor a team of Customer Success Executives
Role focuses on working with customers from the US region
6 pm - 3 am IST
What we are looking for:
Excellent written and verbal communication skills
Phone and email etiquettes to effectively address customer queries
Have "Customer Empathy" - ability to identify and understand customer's situation and motives
Team handling experience is a plus, but not mandatory
2-6 years of work experience
What can you expect at Tracxn?
Meritocracy driven, candid culture. no politics
Like-minded intellectually curious colleagues
High paced learning. Continuous mentorship to help achieve peak potential
About Tracxn:Tracxn (www.tracxn.com) is a Bangalore based product company providing a research and deal sourcing platform for Venture Capital, Private Equity, CorpDev and professionals working around the startup ecosystem.We are backed by institutional investors such as SAIF Partners, and prominent angel investors such as Ratan Tata, Nandan Nilekani, Sachin Bansal and Binny Bansal.We are a team of 750+ working professionals serving customers across the globe. Our clients include Funds like Andreessen Horowitz, Sequoia Capital, Accel Partners, NEA; and Large Corporates such as ING, Societe Generale, LG and Royal Bank of Canada.
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