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REI Systems

3 months ago

Pune, India REI Systems India Pvt. Ltd. Full time

Manager - Customer Success Team

Company: REI Systems India Pvt Ltd

Work Mode: Hybrid

Role Description:

The Customer Success department at REI provides technical Product Support services for our products to customers across the Globe. This position will be accountable for providing exceptional client support and service for the product by leading, managing, and coordinating the work of the team responsible for solving both production tickets and technical enhancements of the Product deployed in client organizations. This position will need to interface with the onsite project teams and client teams to understand, assess the needs and manage the offshore team to provide timely fixes and quality solutions.

The Customer Success Manager will need to train on and possess expert knowledge of our products and serve as a leader, subject matter expert, and mentor to the team and others in the company. You need to drive the team to be proactive in understanding root cause of issues and identifying permanent solutions to remedy the problem at hand. As a team leader, you will continuously seek ways to improve yourself, team processes, and product and service quality.

Responsibilities:

- Leads and manages team involved with providing on-going support to our clients. Team includes Customer Success Reps, and technical and QA specialists.

- Management-level responsibilities, including but not limited to client escalations and client meetings.

- Interacts with client via phone, email, chat & online meetings.

- Regular review and management of team performance metrics and goals

- Mentors and coaches team members

- Participate in management and leader meetings and training.

- Stays abreast of any changes and upgrades to product design and functionalities

- Connects to client environments to troubleshoot and resolve incidents.

- Lead team to assess issues in detail and perform root cause analysis of recurring issues.

- Provides thought leadership in developing new ideas and processes to improve client satisfaction and outcomes across the client base.

Experience:

- 10+ years of overall relevant work experience; at least 3 years of experience in leading and managing a customer success / support team providing Tier 2 / Tier 3 Support

- Relevant experience with different software products and technologies

- Strong English language verbal and written communication skills.

- Leadership and business acumen; proven ability to mentor, coach, and build teams.

- Able to lead or provide leadership in project settings, adhering to deadlines and other commitments.

- Creating, presenting, and leading technical discussions with senior client leadership

(ref:iimjobs.com)