Commercial Customer Success Manager
Katalon, Inc., India
Job Description
Founded in 2016, Katalon is the leading provider of a modern, comprehensive quality management platform. Katalon Platform enables quality assurance, DevOps, and software teams of any size to deliver world-class customer experiences faster, easier, and more efficiently.
Since its first launch, Katalon has experienced tremendous growth, serving more than 30,000 teams around the globe, many of which are in the Fortune Global 500, such as PwC, KPMG, Abbott, etc. Katalon is recognized as a top automation tool by prestigious review sites, such as G2, Gartner, Capterra, and IT Central Station.
Responsibilities
- Own a book of commercial customers, with a focus on increasing adoption, ensuring retention and overall customer satisfaction
- Establish regular touchpoints with key customers per the established SLAs, to review progress against strategic and technical objectives
- Develop and deliver scale programs to drive product adoption and customer engagement through webinars, digital content, and targeted engagement approaches (e.g., webinars, office hours, etc.)
- Analyze product usage data and account health to determine prioritization of customer outreach and activities
- Build engagement playbooks and reach out to customers with a relentless focus on quick solutions and positive outcomes
- Execute save plays for customers who are showing a decline in usage or are identified as churn risk
- Know the Katalon platform, our more common best practices, and use cases to guide the customer
Requirements
- Good verbal, written, organizational, presentation, and communications skills
- Strong data analysis and creative problem-solving ability
- Solution-centric mindset
- At least 2 years of prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention
- Good to have: Basic knowledge and understanding of software testing
Benefits
At Katalon, we bring together self-starting, open-minded, and talented people while actively promoting a transparent and growth-enabling working environment. But don’t just take our word for it. Take a better look below!
- Attractive compensation package
- Generous time-off
- Flexible work arrangements
- Vibrant international working environment
- Premium healthcare coverage: For both you and your loved ones;
- Exciting company events: Embark on summer trips, annual parties, team-building activities, and so much more fun are waiting for you.!
Katalon is proud to be an equal-opportunity employer. We care about our people and celebrate our differences. We want to work with talented, collaborative, and innovative people. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other characteristics protected by law.