В бизнес-юнит Яндекса по быстрой доставке продуктов - Yango Deli требуется Customer Success Project Manager.
You as the Customer Success Project Manager will play a key role in building long-lasting customer relationships and loyalty, creating and implementing instruments to ensure growth and a positive client experience. You will set and hit ambitious KPIs based on client needs.
Responsibilities:
- Collaborate with cross-functional teams such as product and engineering, owning processes from the business side
- Understand the business needs of customer, transform them into tasks for product teams, and model possible solutions to achieve growth
- Take responsibility for the final solution for partners, including quality and stability
- Build expertise in the mechanics of working with end customers (CRM, segmentation, promotions) and understand how to apply them to grow partner businesses
- Work closely with a wide range of specialists inside the organization, from analytics to marketing, to develop instruments targeting client pains
- Prioritize and dive deeply into a wide range of tasks and processes, manage the product team, and ensure transparent communication with partners
- Represent customers internally and ensure their needs are met
- Build and maintain strong relationships with partners to drive their growth and the growth of the Yango Tech team
- Monitor and analyze key customer metrics to identify potential opportunities for growth and develop strategies to cover them
- Develop and deliver customer success plans, including regular check-ins, customer health assessments, and risk mitigation plans
- Ensure customers achieve their desired outcomes and ROI from product
- Identify opportunities for cross-selling and upselling of instruments and solutions, working with the sales team to close them
Qualifications:
- Bachelor's degree in a related field like business, marketing, or computer science
- 3+ years of experience in customer success, growth, project or product management, or a relevant area in the retail industry
- Сlear understanding of the mechanics of growth and development in retail (including promotions mechanics, CRM) and their implementation
- Ability to prioritize and manage multiple projects and customer requests
- Well-developed problem-solving and crisis-management skills
- Ability to dive deep into details and find bottlenecks in client-manager-product team interaction and development
- Strong analytical skills and experience using data to drive decision-making
- Strong soft skills and ability to maintain good relationship with partners
- Excellent interpersonal and communication skills in both written and verbal English
Preferred qualifications:
- Knowledge of the B2B SaaS industry and the retail sector
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