MI
Mercari, Inc.Senior CRM Specialist
Senior CRM Specialist managing CRM initiatives for Mercari's product offerings including Merpay and Mercoin. Leading strategy and project execution for optimizing customer experiences.
About the role
- Drive customer advocacy and assist clients to realize value from BrowserStack’s product portfolio
- Manage multiple stakeholders and multiple priorities for enterprise and strategic customers
- Onboard and train customers for effective platform usage
- Deliver personalized product demos and webinars
- Drive engagement with customers at key points in the customer journey to ensure adoption
- Identify risks and implement mitigation strategies for retention and growth
- Collaborate with AE / Renewals teams to ensure seamless renewals and support cross-sell/up-sell efforts
- Lead quarterly/monthly reviews, offering best practices and guidance
- Foster customer advocacy within your portfolio
Requirements
- 7-10 years of experience in Customer Success/Customer facing role
- Extensive experience in Customer Lifecycle Management, from onboarding to retention
- Skilled in conducting training sessions and leveraging playbooks for smooth adoption
- Proficient in driving product usage through check-ins, adoption insights, and engagement tracking
- Strong track record in cross-sells, up-sells, and renewals alongside AEs
- Experienced in churn prevention, proactive renewals, and resolving customer concerns
- Background in complex technology products with a deep understanding of business environments
- Excellent communication skills across email, phone, and in-person interactions
- Adept at identifying business needs, process gaps, and translating them into opportunities
- Ability to demonstrate ROI to both technical and executive audiences
- Flexible to work in shifts; QA/testing experience is a plus
- Base location of the role holder has to be Pune (must be based in Pune)
Benefits
- Medical insurance for self, spouse, upto 2 dependent children and Parents or Parents-in-law up to INR 5,00,000
- Gratuity as per payment of Gratuity Act, 1972
- Unlimited Time Off
- Remote-First work environment
- Remote-First Allowance for home office setup, connectivity, accessories, co-working spaces, wellbeing to ensure an amazing remote work experience
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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