Customer Success Manager

5 months ago

Gurugram, India Intract Full time

At Intract, founded by visionary IIT Delhi alumni and backed by top-tier global VCs, we're

redefining the user acquisition landscape for all digital companies, through our innovative

B2B2C approach which serves 1,000,000+ users.


Role Description

This is a full-time on-site role for a Customer Success Manager located in Gurugram. We are

seeking an experienced Customer Success Manager with a strong background in handling

technical product queries and providing empathetic post-agreement support. Experience with

SaaS and Web3 technology is a plus.


As a Customer Success Manager, you will play a crucial role in ensuring partner satisfaction

by onboarding them, analyzing data and making necessary recommendations. You will retain

partners by building strong relationships and providing excellent support.


Responsibilities:

  • Develop and nurture relationships with clients.
  • Serve as the primary point of contact for client inquiries, issues, and escalations related to Web3 solutions.
  • Understand clients' goals, challenges, and specific use cases within the Web3 ecosystem, and work collaboratively to address them using our products or services.
  • Facilitate smooth onboarding processes for new clients, providing guidance on product usage and best practices in the context of Web3.
  • Proactively engage with clients to ensure they are deriving maximum value from our solutions, and provide ongoing support and training as needed.
  • Conduct regular business reviews and check-ins with clients to assess satisfaction levels, gather feedback, and identify opportunities for improvement or expansion.
  • Collaborate closely with internal teams, including sales, product development, and technical support, to advocate for clients' needs and ensure timely resolution of issues.
  • Stay informed about industry trends, developments, and best practices within the Web3 space to better serve our clients.


Requirements:

  • Minimum of 2 year of direct experience working with Saas or Web3 technologies in a customer-facing role
  • Proficiency in blockchain technology, cryptocurrencies, decentralized finance (DeFi), and related concepts is a plus
  • Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical audiences
  • Excellent problem-solving abilities and a proactive approach to addressing client needs and challenges
  • Ability to thrive in a fast-paced, startup environment and manage multiple priorities effectively
  • Bachelor's degree in a relevant field preferred, or equivalent practical experience

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