SquadStack - Associate/Senior Associate/Manager - Customer Success

2 weeks ago

Noida, India Squadstack Full time

Associate/Senior Associate/Manager - Customer Success


About The Role:

A Customer success manager at SquadStack is responsible for managing relationships with customers at the front end and running their operations smoothly at the backend. Their main goal is to ensure that the company's customers are satisfied with the products or services they receive and to maintain a positive relationship with the customer.

Roles and Responsibilities:

- Strategic Customer Management: Develop and execute initiatives to maximize customer satisfaction and retention through strategic segmentation and data-driven insights.

- Cross-Functional Collaboration: Align customer success strategies with business objectives, championing a customer-centric culture and facilitating communication between teams.

- Client Education and Enablement: Lead client education programs, providing guidance on product usage and best practices to drive adoption and success.

- Strategic Account Management: Manage key accounts, develop strategic account plans, and collaborate with sales teams to identify growth opportunities.

- Customer Feedback and Insights: Gather and analyze customer feedback to drive continuous improvement and influence product development decisions.

- Performance Monitoring and Reporting: Define KPIs, track customer success metrics, and provide regular reports to drive accountability and identify areas for improvement.

- Team Leadership and Development: Provide leadership and mentorship to the customer success team, fostering a culture of collaboration and professional growth.

- Customer Advocacy and Relationship Management: Act as a trusted advisor and advocate for customers, building strong relationships and addressing customer concerns Experience: 4-7 years of experience in customer success/support/service, with a proven track record of delivering exceptional service and driving customer satisfaction.

- Communication Skills: Excellent verbal and written communication skills, with the ability to effectively convey empathy and concern to customers.

- Team management skills: Ability to mentor and manage their team while also maintaining effective customer relationships.

- Problem-Solving Abilities: Strong problem-solving, critical thinking, and judgment skills, with the ability to effectively resolve customer issues and complaints.

- Technical Proficiency: Hands-on experience with various support and CRM software tools, as well as a general understanding of Information Technology, SaaS offerings, and B2B/B2C networks.

- Customer-Centric Approach: Ability to maintain composure, defuse escalated queries, and handle complaints with tact and diplomacy, while prioritizing customer satisfaction.

- Trait & Culture Fit: Executor + Willing to go the extra mile.

What you should have:

- Education: The candidate should possess a Master's in Business Administration.

- Experience: 4-7 years of experience in customer success/support/service, with a proven track record of delivering exceptional service and driving customer satisfaction.

- Analytical Skills: The candidate must have deep Python, SQL, and Excel knowledge. They should have hands-on experience in real process automation tasks.

- Communication Skills: Excellent communication skills, including written and verbal communication abilities, are required.

- Project Management Knowledge: The candidate should have familiarity with project management methodologies, concepts, and tools. Having prior experience in managing projects would be beneficial.

- Relationship Building: The candidate should possess strong relationship-building skills and have the ability to establish and maintain long-term partnerships with clients.

- Sales Acumen: Demonstrated sales acumen and the ability to identify upselling and cross-selling opportunities to maximize revenue from existing accounts.

- Customer Focus: A customer-centric approach is crucial, with the ability to understand customer needs, provide tailored solutions, and ensure customer satisfaction.

- Negotiation Skills: Proficiency in negotiation techniques to manage contract renewals, pricing discussions, and resolving conflicts effectively.

- Strategic Thinking: The candidate should possess strategic thinking abilities, including the capacity to analyze account performance, identify growth opportunities, and develop account plans.

(ref:iimjobs.com)

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