Account Manager/Customer Success Manager (B2B)

Job Description

Overview

We are looking for passionate and customer focused individuals to create win-win opportunities and grow our business. Join RapL, a fast growing B2B software company. Our mission is to help companies elevate their workforce and accelerate business results. RapL has a global presence serving 100s of businesses and 100s of thousands of users.

Role

As an account manager/ customer success manager, you will work closely with customers to discover, implement, and deploy solutions. You will consult the customers with a data driven approach to achieve business goals.

Duties and Responsibilities

Onboarding of new customers

  • Pre-launch – Plan, communicate, coordinate, configure, and execute launching RapL for new customers. Work with customers to ensure timely launch. Coordinate with the customers, technology team, content and training teams for timely delivery. Work with the customer to promote the launch internally and monitor the adoption. Gather the learning from launch to proactively fine tune the plan for future customers.
  • Content management for new customers – Build a forecasted plan for training content with customers. Ensure that the content team is kept informed about the plan and progress.
  • Train the Trainers of customers – Ensure customers are trained on user management / content management and reporting as required.
  • Post-launch – Follow post-launch weekly plan to ensure activation and engagement levels are growing. Intervene and address problems proactively.

Proactive Customer Management

  • Ensure pace during launch is maintained with active customers with a focus on content / day to day operations / reporting.
  • Billing and Payments – Ensure payments are done on a timely basis as per agreed terms. Work with the accounting teams and escalate as required.
  • Pre-empt concerns to management (RapL / POCs) before they get raised by customers. Management reporting – Set up monthly meetings with RapL/customer management to ensure new RapL features and reviews are done. Keep track of senior management per customer. Prepare appropriate decks for review by internal management before meeting. Ensure deck includes metrics plus new RapL feature and an agenda is shared before the meeting.

Daily project management

  •  Maintain Weekly updates necessary for management review
  • Content tracker to be updated on a weekly basis and has forecasted items as far into the future as possible. Ensure any new briefs are immediately put on the tracker and shared internally as needed for successful updates.
  • Ensure all projects and documents are uploaded and shared to authorized users as required
  • Develop relationships with customers, partners and suppliers – maintain a database of all contacts which is revised as per changes.

Customer Service Champion

  • Ticket resolution and customer requests to be handled within 72hours as per customer SLA.
  • Product feature updates / requests – Product feature updates / customer requests to be brought to tech team notice and either a resolution or solution is to be provided as per customer SLA
  • Understand customer needs proactively and bring to internal conversations.
  • Ensure customers know about the RapL roadmap and how they can benefit from upcoming features and products. Facilitate upsell and cross sell as applicable.
  • Champion customer internally across RapL teams – Ensure all internal teams are kept motivated and in the know on what is expected by the customer and to ensure delivery of the same – invoicing, content delivery, tech updates etc.

RapL – Product matter expertise

  • Training will be provided to make you technically sound on all product features that go across user management, content management and report management. By the end of 60 days, the CSM should know best practices and uses of all assessment tools / monitoring tools in RapL.
  • Ability to answer product related queries as they arise. Ability to individually work on all aspects of RapL with minimal involvement from the tech team / manager.

Required Qualifications

  • B. tech / BBA 
  • 0-5 years experience in a Customer Success role at a Startup
  • Empathy, creativity and analytical skills
  • Consulting experience or problem solving with consulting mindset
  • Proficiency in MS Office, Powerpoint, Excel.
  • Proficiency in Google Suite – slides, sheets, docs.
  • Prior experience or ability to consult CXOs
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ISO 27001:2013

Overview

ISO/IEC 27001:2013 is a security management standard that specifies security management best practices and comprehensive security controls following the ISO/IEC 27002 best practice guidance. The basis of this certification is the development and implementation of a rigorous security program, which includes the development and implementation of an Information Security Management System (ISMS) which defines how RapL perpetually manages security in a holistic, comprehensive manner. This widely-recognized international security standard specifies that RapL do the following:

  • We systematically evaluate our information security risks, taking into account the impact of threats and vulnerabilities.
  • We design and implement a comprehensive suite of information security  controls and other forms of risk management to address customer and architecture security risks.
  • We have an overarching management process to ensure that the information security controls meet our needs on an ongoing basis.

RapL has certification for compliance with ISO/IEC 27001:2013. These certifications are performed by independent third-party auditors. Our compliance with these internationally-recognized standards and code of practice is evidence of our commitment to information security at every level of our organization, and that the RapL security program is in accordance with industry leading best practices.

SOC 2

Overview

SOC 2 compliance is a set of standards that organizations use to ensure the security, confidentiality, and integrity of their systems and data. SOC 2 compliance is often required by organizations that process or store sensitive data. RapL has compliance with SOC2 Type II report.

Thanks for your application

We appreciate your interest in RapL. If you are selected for an interview, we will contact you shortly.

You'll hear from us soon

We’ll be in touch via email or a brief phone call.
During the week, you’ll hear from us within 24 hours and if it’s a weekend, we’ll follow up on Monday morning.

If you have a question, please feel free to email at hello@getrapl.com