Oxylabs is a market-leading proxy and web scraping solution provider driven by a mission to build a highly reliable, scalable, and low-cost cloud infrastructure platform for public web data gathering. Our vision is to create a future where big data is accessible to all businesses of different sizes around the globe.
What’s in store for you: You’ll be solving challenges for top-tier clients and collaborating with industry professionals. We’ll fuel your professional growth with vast internal and external learning resources and an environment of teaming up and knowledge sharing.
What you'll do:
Manage Client Relationships:
- Client Engagement:
- Engage with clients via channels like email, online meetings, etc. inform of updates, new features, and relevant information.
- Proactively schedule regular calls with clients to discuss their needs, challenges, and feedback.
- Attend meetings with key stakeholders, including engineers, product owners, and vendor managers, to maintain a strong relationship.
- Ensure Ticket Resolution:
- Monitor and prioritize client support tickets.
- Utilize personal expertise to resolve complex issues and collaborate with the customer success team when necessary.
- Analyze Client Portfolio Usage:
- Regularly review and analyze clients' product/service usage to understand patterns and trends.
- Identify areas for optimization and improvement in line with client goals.
- Fill in CRM (Customer Relationship Management):
- Keep the CRM system updated with relevant client information, interactions, and agreements.
- Document client preferences, key contacts, and any issues discussed during meetings.
- Handle Billing and Invoices:
- Review and verify that invoices are correctly issued in accordance with the agreed-upon terms and services.
- Ensure timely and accurate payment processing, coordinating with the finance team as needed.
Grow the Existing Client Base:
- Define Long-Term Account Objectives:
- Collaborate with clients to define and document long-term objectives and goals.
- Create and regularly update account plans to align with these objectives.
- Identify Upsell & Cross-Sell Opportunities:
- Analyze client usage patterns to identify opportunities for upselling additional services or products.
- Present and negotiate upsell and cross-sell opportunities.
- Develop and Close New Business:
- Research and identify potential new business opportunities within the existing client base.
- Work closely with the enterprise sales team to develop proposals and close deals.
Collaborate with Internal Stakeholders:
- Act as the Voice of the Customer:
- Collect and distill customer feedback to provide insights to internal teams.
- Advocate for customer needs and preferences in internal discussions and decision-making.
- Coordinate Internal Resources:
- Collaborate with technical, support, and legal teams to address client requirements.
- Ensure seamless communication and collaboration among internal teams to meet client goals.
Manage Renewals & Attrition Risk:
- Negotiate and Execute Renewal Contracts:
- Review existing contracts and negotiate renewal terms in alignment with customer goals.
- Lead negotiations for new agreements and contract renewals with clients.
- Ensure that all agreements are documented, signed, and up to date.
- Proactively Manage Attrition Risk:
- Regularly assess client satisfaction and identify accounts at risk of attrition.
- Develop detailed action plans to address concerns, improve satisfaction, and mitigate attrition risks.
Your skills & experience:
- Over 7 years of experience managing and upselling to strategic and enterprise B2B accounts in the technology sector. Experience in the SaaS industry is a plus.
- Bachelor’s degree in Technology/Engineering. MBA degree is a plus, preferably from a tier-1 B-school - IIM, ISB, FMS, MDI, SPJIMR, etc.
- Eligible to travel to Europe and within India.
- Strong technical acumen and passion for understanding our technology. Proven track record of collaborating with technical personas such as product owners, software engineers, CTOs.
- Expertise in serving clients across tech industries including Marketing & Advertising, Travel & Hospitality, Ecommerce, Cybersecurity, and Financial services.
- Empathetic, with strong acumen in building meaningful relationships with customers, including senior-level and C-suite executives.
- Strong business acumen, along with excellent negotiation and objection handling skills.
- Exceptional presentation, communication, and meeting facilitation skills in both English and Hindi.
What we offer:
- Vacation days: 18 days per year.
- Learning & Development: Online Courses and Trainings.
- Mental health apps.
- Workation.
- Travel costs & allowances for visiting clients: covered by the company.
- Full remote environment.
- Company-sponsored tech.
