Customer Success Managers

3 weeks ago

Ernakulam, India Eloit Full time

We are on the lookout for energetic Customer Success Managers to enhance our team, focusing on driving product adoption and increasing user engagement through direct interactions with our clients at their locations. The ideal candidates will be enthusiastic about leveraging technology to improve educational outcomes and dedicated to delivering exceptional customer service through the development and implementation of effective onboarding and engagement strategies.

Job Description:

. Gain comprehensive expertise in the functionalities and technical nuances of Edisapp School Management Software/School ERP/Mobile Apps, along with all other services offered by Eloit.

. Develop a deep understanding of the target audience and industry to design and implement relevant on-site training programs.

· Foster strong, enduring customer relationships through close collaboration and an in-depth understanding of their unique needs.

· Become a trusted advisor by combining extensive product and industry knowledge with a keen insight into customer requirements, serving as a vital link between users and Eloit.

· Advocate for the customer within Eloit, ensuring swift resolution of issues or requests across various departments.

· Communicate effectively and clearly with customers, both verbally and in writing, while maintaining meticulous records in the case tracking system.

· Promote product adoption and consistent engagement throughout the customer lifecycle by providing hands-on support and guidance.

· Manage escalated tickets with accuracy, including troubleshooting and issue replication, and oversee technical escalations as necessary.

· Maintain personal ticket workload in alignment with departmental SLAs and CSAT goals, ensuring documentation is thorough and high-quality.

· Collaborate with Tier 1/2 support teams and the departmental QA team to drive process improvements and training enhancements.

· Conduct on-site ERP functional training, introducing users to new developments or modules in the software.

· Analyse customization requests to align with the customer's business objectives and needs.

· Resolve end-user issues promptly via calls or emails.

· Generate and deliver MIS & analytical reports as per user requests.

· Identify opportunities for improvement within the School ERP Software and communicate these to the product team.

· Execute daily activity reporting in line with plans and schedules.

· Perform regular on-site customer health checks to monitor product usage and assist in product enhancement.

Requirements:

Qualification: Graduates, BTech/MTech, BCA/MCA, MSc(IT/Computer)

Experience: At least 2 years

Skills:

· Outstanding leadership, interpersonal, and communication skills.

· Fluency in English, both verbal and written.

· Excellent organizational and presentation skills.

· Strong analytical skills, with a capacity to translate data into actionable insights.

· Proficient in Microsoft Office suite.

Additional Skills:

Experience with Customer Success platforms or tools preferred.

Background in Edtech products is a plus.

Job Types:

Full-time, Permanent

Benefits:


•Health insurance


•Provident Fund

Experience:


•Total work: 2 years (Required)

Work Location:


•Kochi

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