Customer Success - North America at NanoNetsPosted on: 06/12/2022
Nanonets has a vision to help computers see the world starting with reading and understanding documents. Our product helps businesses automate document related workflows for enterprise office teams such as invoice data entry for AP teams, KYC automation for banks and insurance etc. Some of the companies we work with include Toyota, Boston Scientific, Bill.com and Entergy to name a few. Here's a quick 1-minute intro video - <https://www.youtube.com/watch?v=-xlaRA7HYNQ> We recently raised a series A round of $10 million. Read the release here: <https://venturebeat.com/2022/02/16/nanonets-lands-10-million-to-expedite-document-processing-with-ai/> We're operationally profitable, growing 20% MoM and are very healthy financially. We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. Nanonets is proud to be an equal opportunity workplace dedicated to pursuing, hiring, and retaining a diverse workforce. We're looking to hire a rockstar Customer Success Manager to delight our customers with their expertise of the product and ability to build deep relationships with them. What you'll do TLDR - Manage Customer Expectations, Be Customers voice for internal stakeholders > Primary KPI - Net Revenue Retention - (What is NRR - <https://www.smartkarrot.com/resources/blog/net-revenue-retention/>) > > * Engage with customers right after the contract is closed and technical integration is completed * Understand customer requirements, and clearly articulate it to the technical team * Clearly call out any deviations from the requirements (to the customer and internal teams) * Write PRDs for internal teams to work on * Ensure Hygiene requirements (data availability, final output format etc for Activation) * Be the SPOC for all daily / weekly communications with the customers * Plan with internal stakeholders and communicate clear timelines via Gantt Charts / Excel documents / presentations * Maintain and prioritise the backlog, enhancement requests across multiple customers * Ensure end to end testing of the workflow and output before releasing it to the customer Required Qualifications / Need to Have: * 3 years of Stakeholder Management Experience (Sales / Consulting / Account Management) * Good Verbal and Written Communication * Excellent conflict management and resolution skills Good to Have: * Ability to Manage relationships * Proven track record of leading projects * Exceptional verbal and written communication skills, including the ability to work with technical and non-technical audiences; as well as communicate effectively to individual contributors, management, and executive leadership * Strong communications skills, with the distinctive ability to empower and influence people without authority or a direct reporting relationship.