Customer Success Manager
2 months ago
Position Summary :As a Customer Service & Customer Success Manager, you will be the primary contact for our customers, combining responsive service with proactive relationship management. Your role will involve ensuring a smooth onboarding experience, providing ongoing support, and taking strategic steps to reduce churn, increase lifetime value, and grow the customer base through referrals and upselling. Fluency in both English and Gujarati is required, as well as comfort with video communication and content creation for customer resources.
Key Responsibilities :1.
Customer Service (Reactive Support) :Manage customer inquiries via phone, email, chat, and video, offering troubleshooting assistance and ensuring a positive experience.Conduct video calls for hands-on troubleshooting, providing efficient and detailed support to resolve customer issues.Keep accurate records of customer interactions and frequently asked questions to improve service quality and streamline responses.2.
Customer Success (Proactive Engagement) :Lead new customer onboarding through video and email, ensuring customers are set up for success from the start.Conduct follow-up check-ins post-onboarding to confirm satisfaction, answer any questions, and proactively address concerns to reduce churn.Actively promote new product features, seasonal offerings, and usage tips to add value to the customer experience.3.
Customer Feedback & Insights :Gather feedback through regular check-ins, satisfaction surveys, and informal outreach to capture insights that support retention and product improvement.Work with sales and product teams to identify and analyze feedback trends, using this information to enhance customer experiences and identify needs for new products or features.4.
Churn Reduction, Upselling & Referrals :Proactively identify upsell opportunities and introduce customers to complementary products, increasing customer lifetime value where appropriate.Encourage satisfied customers to join our referral program by explaining benefits and rewards, driving engagement and supporting sales lead generation.5.
Knowledge Base & Content Creation :Develop and maintain a comprehensive knowledge base with FAQs, setup guides, and troubleshooting tips, including video tutorials to empower customer self-service.Partner with the marketing team to create user-friendly, engaging content for website resources, emails, and product packaging.6.
Administrative Support :Assist with order processing, CRM data updates, and other light administrative tasks to support the sales and customer success teams.Required Skills and Experience :Language Skills : Professional fluency in English and Gujarati (both spoken and written), with exceptional communication skills in both languages.Experience : 3-7 years in customer service, customer success, or a hybrid role, ideally with experience in retention, upselling, and referral programs.Customer-Centric Mindset : Strong focus on building lasting relationships, anticipating customer needs, and identifying upsell and referral opportunities.Proactive and Goal-Oriented : Ability to take initiative, especially in reducing churn, increasing customer lifetime value, and promoting referrals.Content Creation : Experience creating customer-facing resources, including video tutorials and written guides, for FAQs and onboarding.Video Communication Skills : Comfortable with video calls and creating video content to support customer onboarding and troubleshooting.Analytical Skills : Familiarity with customer feedback tools and basic data analysis to support churn reduction and retention efforts.Organizational Skills : Ability to manage multiple tasks efficiently and work well in a fast-paced environment.Tech Savvy : Proficiency in CRM systems, customer support platforms, and video tools.
Why Join Us? :Be part of a company with a growing international presence and a distinguished client portfolio.Engage in a role that combines direct customer support with proactive customer success initiatives.Professional development opportunities as Laaveen continues to expand globally.If you’re passionate about building strong customer relationships, fluent in both English and Gujarati, and ready to make a direct impact on customer loyalty and growth, we’d love to hear from you. Apply today and join us in creating unique, culturally enriched experiences for our clients
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