FieldAssist - Customer Success Manager - B2B

Customer Success Manager

- Our success is in the success of our customers. Only you can make that happen.

- A Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty.

- Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

About FieldAssist :

- Founded in 2014, FieldAssist is a new-age B2B SaaS organization that solves FMCG/CPG problems with technology solutions.

- We facilitate over 500 companies and 60,000 field sales professionals every day, making a positive difference to the lives of small Kirana stores, their customers, and their bottom lines.

- Today, FieldAssist has a whole host of products that offer end-to-end automation of the sales supply chain of our clients. Premier brands like Bisleri, Eureka Forbes, Philips, Everest Spices trust us as their technology and growth partner.

Key Responsibilities :

- Partnering with the Sales team and executing effective product demonstrations, emphasizing product features and benefits with a focus on the value of the solution

- Provide strong account management to existing clients, offering support and keeping them abreast of new products and services that could be of value to their business

- Ensure customer success by driving adoption, managing customer relationships, conducting business reviews and sharing best practices

- Serve as a primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution

- Coach customers to be product experts and train their teams on best practices so they become increasingly self-sufficient.

- Be responsible for billing, upselling and renewals, and increase the revenue per customer.

- Help drive customer references and case studies, and produce reports and presentations to explain insights and results to marketing professionals.

- Provide quantitative/qualitative analysis to the product team on how FA can better serve our customers.

General Requirements :

- At least 2+ years relevant work experience in a customer-facing role (customer success or account management).

- Previous experience collaborating with different internal functions within a fast-growing SaaS company; operating at the intersection of product, sales, and delivery

- Experience in CRM/ERP (e.g. Salesforce, Pipedrive) or B2B Enterprise level software

- Familiarity with Supply Chain data and workflow experience preferred

- Strong sense of customer empathy and customer-centrism

- Basic Knowledge of web technologies like HTML, SQL, API, Json, iOS and Android platforms.

- Proficient in Microsoft Office Suite specifically Excel and PowerPoint