Job Description

Function: Sales and Business → Sales / Business Development

  • Business Development
  • Corporate Sales
  • Sales

Duties of BDE will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimising churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests. You should be able to contribute to creating and maintaining good customer relationships and ensuring smooth onboarding.

Responsibilities

  • Develop and manage client portfolios.
  • Sustain business growth and profitability by maximising value.
  • Analyze customer data to improve customer experience.
  • Hold product demonstrations for customers.
  • Improve onboarding processes.
  • Mediate between clients and the organization.
  • Handle and resolve customer requests and complaints.
  • Minimise customer churn.
  • Improve customer NPS ration.
  • Aid in product design and product development.
  • Operate as the lead point of contact for all matters specific to our customers.
  • Support and coordinate with the tech team to ensure seamless delivery to clients.
  • Collect feedback and survey on customer satisfaction Become SPOC for allocated customer.
  • Prepare and share weekly and monthly reports with the reporting manager on customer performance.
  • Own the product knowledge base.
  • Map the customer journey and identify improvements at every stage.
  • Maintain healthy customer engagement levels by identifying low utilisation and providing solutions to further drive customer success.
  • Develop a trusted advisor relationship with key customer stakeholders.
  • Be the product champion, interpret customer insights to drive change in product and act as a voice of the customer to the Product team.
  • Manage the Customer Success strategy for tracking and reporting on client health and reducing Customer Churn.
  • Create and perform Monthly/Quarterly Business Reviews for ensuring customer retention and expansion – effectively delivering results to key stakeholders.
  • Raise open issues with cross-functional teams and take ownership of resolving the issues in a timely manner.
  • Constantly work towards providing innovative strategies for delivering customer delight.
  • Engage with clients to understand the nuances of their work processes and the resulting needs and pain points.

Requirements

  • You should be passionate about engaging customers and expanding their use cases through our product.
  • You have strong problem-solving skills and are great at finding creative solutions and workarounds when needed.
  • You have good data analysis and data-driven decision-making skills.
  • Strong project management skills.
  • 2+ years proven track record in Customer Success, Relationship Manager, Key Account Management, and any of similar domains.

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