TEAM LEAD/MANAGER – CUSTOMER SUCCESS

SHIFT : Night Shift

ABOUT REPORTGARDEN:

ReportGarden helps digital marketing agencies communicate better with their clients. We enable them to
streamline their communication process by helping them generate reports, dashboards etc., quickly and
easily. We are well funded and profitable with paying customers in over 70+ countries worldwide.
ReportGarden is one of the fastest growing SaaS startups in India with multiple products in Adtech
domain. Founded in 2013, it has its headquarters in Walnut, California.

We are a SAAS based product company developing all-in-one client reporting software. It is an easy
way to group PPC Multi-channel data, SEO keyword tracking, backlink monitoring & social analytics into
one customized client report.

ReportGarden is on a mission to change how businesses advertise online. We help them create reports
and dashboards for their clients, integrating with various third party platforms in a seamless manner. We
are a bootstrapped, profitable startup with customers in over 70+ countries worldwide. ReportGarden is
run by a small, young team with experience running global companies.

At ReportGarden you will get an opportunity to build an amazing product used by customers across the
world. You will be working in a small, experienced team and get the opportunity to work on the entire
code base. We encourage you to think about the customer and build features that add value to the
product.

DEPARTMENT BRIEF:

The Customer Success department takes care of the entire customer experience. This department is
primarily responsible for onboarding the client successfully, upselling to increase revenue and handling
the Churn requests. Huge proactive client interaction helps customers to have a happy user experience
which is followed by long term association with our products.We believe and implement that we grow by
customer growth and development. Our Customer Success team are considered real heroes after sale.
Every Success individual is considered an asset as they handle customer accounts to nurture and grow
the business to next milestones.

JOB RESPONSIBILITIES :

● Managing customer success team internally.

● Client on-boarding, ensuring that new customers are able and motivated to use the product
fully.
● Account management calls to users, to gain product feedback and assess training needs
● Work with clients to establish critical goals, or other key performance indicators and aid the
customer in achieving their goals.
● Telephone-based product training
● Handling inbound customer queries and tickets
● Occasional key account meetings and training sessions
● Develop, prepare, and nurture customers for advocacy.
● Developing the customer community through social media channels
● Producing case studies, designing and implementing marketing campaigns
● Real input into product design, ensuring that customer views and requirements are reflected,
working alongside the Product team and Design
● Generating up-selling and reselling opportunities.
● Gathering and using data from every customer interaction to move the product and sales teams
into more proactive stances.
TEAM LEAD/MANAGER – CUSTOMER SUCCESS

● Managing churn (Business Retention) is a leading metric for customer success manager.

JOB REQUIREMENTS:

1. 4+ years of relevant experience.

2. Prior experience in Customer Success or equivalent history of increasing customer satisfaction,
adoption, and retention.
3. Familiarity working with clients of all sizes.
4. Impeccable written and verbal communication skills.
5. Detail oriented and analytical.
6. Strong team player but still a self-starter.
7. Thrives in a multitasking environment and can adjust priorities on-the-fly.
8. Prior experience in closing sales deals at the executive level a plus.
9. Eager to learn, adapt and perfect your work; you seek out help and put it to good use.
10. You want to help and serve our customers: They win, so you win.

INTERVIEW PROCESS

1. Telephonic
2. Assignment
3. In-person Interviews covering all interviews in a full day interview process