Customer Support Manager

4 weeks ago

Bangalore, India harborhubstaffing Full time

What to expect from the role ?

As a Customer Support manager you will develop the strategic roadmap and own driving success for every customer. You will play a key role in driving customer goals, product utilisation, and revenue expansion by ensuring engagement, success, retention, renewal, and growth while managing the customer support team too. The right candidate has exceptional interpersonal and communication skills, is passionate about customer advocacy, and ideally has interest/familiarity/experience with the digital identity, fraud, risk industries. You will become a trusted advisor to our customers, will deeply understand their business and their needs, and will help them maximise the value they get from the Platform.

How will your day look like ?

  • Full end-to-end responsibility for customer journey from sales handoff, to POC, to implementation, to support, to revenue growth, and renewal
  • Set operational and team priorities and targets that ensure enterprise goals for customer support, revenue growth, and customer retention are met. Define and track measures of success (OKRs/KPIs) for the team.
  • Develop and deploy a mix of proactive playbooks for new and existing customers to measurably decrease their time to value and improve their experience.
  • Track, evaluate and report on the impact of those playbooks on team and business goals
  • Establish customer segmentation and appropriate customer success staffing models to execute the playbooks and achieve desired results
  • Implement and optimise a centralised customer success system across all products and market segments to ensure playbooks are consistently executed
  • Ensure all necessary customer data and insights are available inside and outside the customer success organisation to serve our customers well
  • Build strong partnerships with other teams that directly impact the customer journey, most notably sales, marketing, data, supply, product, and engineering
  • Build out analysis and reporting tools to better understand customers, predict opportunities and risk in churn and customer experience, and enhance others' understanding of the business
  • Hire, train, and inspire a high-achieving, world-class customer success/support team by providing mentorship, guidance, and career development
  • Evangelise customer success stories and customer success systems and processes
  • Drive customer advocacy and influence internal stakeholders by promoting a customer-centric mindset throughout the company. Manage customer feedback loop with internal stakeholders
  • Handle escalations and cancellations
  • Build personal relationships with key customers
  • Familiarise yourself and team with the identity, risk management, and fraud domain to deeply understand customer workflows
What does it take to be in this role ?

  • Have at least a Bachelor's degree and 4+ year's experience of handling customer success functions in high-growth SaaS environments; SaaS Sales experience preferred, but not required.
  • Have demonstrated experience and expertise with Customer Support toolsets to enable key functions (e.g., online ticketing, SLA reporting,, HubSpot CRM, etc.)
  • Have experience with/passion for early stage (Series A-B) companies.
  • Ideally have an understanding of/familiarity with the identity, risk management, fraud industry.
  • Have the ability to quickly iterate, recognize growth opportunities, deal with ambiguity, deploy problem-solving skills, demonstrate agility, and communicate effectively through various channels.
  • Have extensive go-to-market knowledge and well-developed process management skills, including experience with CRM and engagement tools.
  • Are a data-driven decision-maker with exceptional business acumen and excellent communication, listening and presentation skills.
  • Embody strong empathy for customers and passion for growth, and help customers achieve their desired outcomes.
  • Are a flexible and productive collaborator with a willingness to experiment and drive cross-functional initiatives.
(ref:hirist.tech)

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