Senior Customer Success Associate

9 hours ago


India hotsourced Full time

About The Company

We are hiring on behalf of our client, here a little about them in their own words:


We are an online SaaS platform, providing an “all in one” platform for businesses in the Car Valeting and Detailing industry. The software that we provide helps businesses manage online bookings, scheduling, payments, and customer communications. Alongside our “core” software product, we also operate a “premium” subscription service, in which we provide a higher level of account management support, alongside the management and reporting of PPC campaigns on our customer’s behalf.


We're seeking a Customer Success Manager to support our growing customer base and ensure they get maximum value from our platform. This role focuses on post-sale customer onboarding, engagement, and retention.


Role & Responsibilities: 


  • Manage the crucial 1-3 month period after customer sign-up to ensure successful platform adoption.
  • Provide system walkthroughs and training to new customers
  • Help customers set up their business offerings within the platform (packages, pricing, territories, scheduling)
  • Respond to customer queries via phone and chat during business hours
  • Maintain customer management documentation
  • Assist with customer reporting, particularly for premium-tier customers
  • Monitor customer engagement and identify opportunities to increase platform usage
  • Provide general business advice based on industry knowledge (e.g., website
  • optimization, marketing tips - we will train you how to appraise each business’ performance)
  • Work closely with the sales team to ensure smooth customer handover


Requirements:


  • Excellent communication and interpersonal skills
  • Strong ability to build relationships
  • Aptitude for learning new tools and platforms with training
  • Capability to create documentation and reports
  • Organized and able to manage multiple customer relationships simultaneously
  • Positive attitude and strong willingness to learn
  • Comfortable working with small business owners and sole traders


What We're Looking For


We value attitude and potential over specific experience. The ideal candidate will have:

  • A natural curiosity and eagerness to learn new systems and processes
  • Strong interpersonal skills and ability to build genuine connections
  • Proactive approach to problem-solving
  • Ability to adapt and learn quickly
  • Patient and empathetic communication style
  • Previous experience in customer service or account management is beneficial but not required
  • Experience with SaaS platforms is a plus, but willingness to learn is more important
  • Knowledge of the automotive or cleaning industries is helpful but not essential



Work Schedule

  • Tuesday to Saturday, 8am to 5pm UK day time (approximately 1.30pm to 10.30pm IST)


Remunerations & Benefits

  • Annual CTC: 6.5 - 8.5 LPA
  • 20 days annual leave + 11 bank holidays
  • Company laptop provided


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