Wishup · 2 months ago
Client Success Head
United States
Full-time
Remote
Mid, Senior Level
4+ years expWishup is India’s largest remote work platform, connecting global businesses with top remote professionals. The Client Success Head will develop client relationships, enhance training, and ensure client satisfaction while leading a team to drive internal revenue growth.
EmploymentHuman ResourcesSoftwareVirtual Assistant
Responsibilities
Develop Healthy Client Relationship - Create engagement strategies with clients to develop a professional relationship through the provision of product and operational services, training, and customer services
Enhance Client Training - Makes sure that clients are aware of resources available for learning about Wishup’s service and that they’ve got tools letting them take advantage of everything Wishup offers
Evaluate and Analyze Client Needs - Regularly checking on how Wishup’s service is meeting customers’ needs and whether there are areas for possible improvement or upgrades
Build Trust and Transparency with Clients - Unlock more value for their customers and create a virtuous circle that ensures mutual success
Onboard New Clients - Educate key customers on how to build an effective virtual team using Wishup and derive the best possible output using the best virtual workspace practices
Act as a Client Advocate - Ensure the client’s feedback is heard and acted upon. Be the voice of the clients in the company, and mediate between the clients’ requests and the company’s vision
Encourage Clients to Upgrade and build efficient virtual teams - Persuade customers to upgrade to higher plans or even catalyze them to consider building virtual teams leveraging Wishup’s potential. With an in-depth understanding of the Client’s needs, you can identify opportunities for the company to provide additional services
Promote Client Loyalty - Keep track of clients’ subscription expiration dates and follow up with them to renew their subscriptions. Reduce the churn rate and increase retention by providing the client highest standard of service
Understand our business model, how we work, and who we serve
Learn all about the current set of processes in place
Take on your first set of key accounts and handle their engagement
Learn all about onboarding clients and initiate onboarding calls to build your own portfolio
Nurture the relationships with the assigned accounts and build an upgrade pipeline to drive internal revenue
Coach and mentor the Client Success Managers on effective strategies to reduce churn and drive growth with existing accounts
Build a referral strategy to unlock growth potential by targeting business circles from existing accounts
Formulate a plan to hire and train 3 new CSMs to achieve the desired internal revenue growth target
Identify gaps in the pipeline and process to drive growth from existing accounts
Convert 5 key accounts to match the current mega accounts in the company
Demonstrate successful execution and implementation of the new growth strategies
Lead a team of 10 Client Success Managers to drive the internal revenue growth goals and retain them
Maintain and grow a stable upgrade and referral pipeline
Build up the talent onboarding strategies, test them thoroughly, capture and analyze the results and implement improvements
Qualification
Required
4+ years of customer success/client relationship experience, post-sales, or consulting role
Strong work experience in client-facing roles such as account management, business development
Very detail-oriented, tech-savvy, and solution-oriented
Proven track record and enthusiasm for driving outcomes, with the ability to work under pressure
Experience in onboarding, set up, training/product demos, resolution and escalation of issues, and client retention
Able to use data to make decisions, simplify complex problems, and express themselves thoughtfully
Strong track record of identifying customer needs and successfully executing on retention and adoption strategies
Ability to challenge team members and be challenged, provide and receive feedback to achieve team goals
Excellent communication and presentation skills with the ability to flex style depending on the audience (C-Level / Leadership / Team)
Ability to adapt and thrive in a fast-paced environment and rapidly changing market
Bachelor's degree required
Benefits
A fully remote (work from anywhere) role
Receive a more-than-competitive salary plus benefits
Performance-driven and transparent work culture
Enjoy a culture with opportunities for growth and learning
Company
Wishup
Wishup provides Remote Workers at an affordable price point which is fulfilled through a tech enabled marketplace.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$1MKey Investors
Orios Venture Partners
2021-08-16Seed· $1M
2018-08-08Seed
2016-01-12Seed
Leadership Team
Neelesh Rangwani
Founder
Company data provided by crunchbase