Customer Support Manager

1 week ago

Hyderabad, India PRM360 Full time

Acads360 is a young start-up which has built a disruptive product PRM360. PRM360 is a global e-Procurement solution provided to our clients.

The Role

You will be responsible for :

  • Driving product adoption and customer value at key accounts and identifying additional opportunities for customer expansion.
  • Collaborating with the sales team on account strategy development for assigned customers.
  • Defining best practices, metrics and goals and leading the Customer success teams towards achieving these.
  • Ensuring a high degree of customer renewals.
  • Building strong product expertise and providing training & ongoing support to key accounts as required.
  • Providing feedback and advocacy on customer pain-points to internal teams.
  • Ensuring strong customer service levels are met in line with Company objectives.
  • Supporting the customer service team in resolving escalated issues or complaints.
  • Collaborating effectively with supply chain, sales and other teams to ensure prompt and accurate order processing and delivery.
  • Developing plans to improve customer experience and satisfaction along with other internal stakeholders.
  • Recruiting, training, coaching and performance managing the customer service team.
  • Managing a team of 6-10 people.

Ideal Profile

  • You have at least 10 years experience within a Customer Service or Customer Success role, ideally within the IT Services and Software / SaaS industry.
  • You possess excellent interpersonal as well as written and verbal communication skills.
  • You have working knowledge of b2b saas, saas, enterprise clients, customer success, customer support, production support, customer experience and customer support b2b saas
  • You are highly goal driven and work well in fast paced environments
  • You are a strong networker & relationship builder
  • You are a strong mentor and coach who can build high performing teams
  • You are willing to undertake 0-30% travel.

What's on Offer?

  • Work alongside & learn from best in class talent
  • Leadership Role
  • A role that offers a breadth of learning opportunities

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