Customer Success Manager

3 weeks ago

Thane, India CircoLife Full time

Position Title: Customer Success Manager (Field-Based)

Salary : 3.6 L to 4.8L per annum. (1 candidate required)

Travel Required: Yes (up 4-5 days a week)

About us:

CircoLife is a climate tech start-up with a circular business model, offering highly energy-efficient & smart air conditioners on a 'Cooling-as-a-Service' or subscription model in India. Key features of the product and service model include: 5-star ACs, intelligent systems for optimized performance and predictive maintenance, energy consumption analytics, an electricity bill management tool, and no-cost maintenance services and spare parts as part of the fixed monthly subscription rate (with no additional costs).

Our vision is to build a fully circular model for cooling solutions, from design through to the end of product life, harmonized across all lifecycle stages. We focus on both the B2C and B2B segments, especially small businesses that dominate the Indian landscape.

Key Responsibilities:

1) Customer Engagement:

  • Conduct regular, in-person meetings with our customers to understand their unique needs, challenges, and how our energy-efficient air conditioning solutions are performing in their environments.
  • Build and maintain strong, long-lasting relationships with customers, fostering trust and open communication to ensure ongoing satisfaction.

2) Issue Identification & Resolution:

  • Identify and document customer pain points, including any issues with the performance or usage of our air conditioners, and areas where customers may not be fully benefiting from our solutions.
  • Work closely with the customer support team to ensure timely resolution of any immediate issues, ensuring minimal disruption to the customer’s experience.

3) Strategic Guidance & Impact:

  • Analyze customer feedback and translate it into actionable insights that drive product and service enhancements, ensuring that our offerings continue to meet and exceed customer expectations.
  • Collaborate closely with the technical and product teams to convey customer needs and prioritize features or improvements that will have the greatest impact on customer satisfaction and sustainability goals.

4) Customer Advocacy:

  • Act as the voice of the customer within CircoLife, ensuring that customer perspectives are at the forefront of all strategic decisions.
  • Advocate for customers by presenting their needs and concerns to internal teams, including technology, product development, and leadership.

5) Customer Education & Enablement:

  • Educate customers on how to maximize the benefits of CircoLife’s energy-efficient and eco-friendly air conditioning solutions, helping them achieve their sustainability and comfort goals.
  • Provide tailored training and resources to ensure customers are fully equipped to utilize our products effectively, enhancing their overall experience.

6)Feedback & Reporting:

  • Prepare and present detailed reports to internal teams summarizing customer interactions, feedback, and recommendations for product/service improvements.
  • Track and report on key customer success metrics, such as customer satisfaction, retention rates, energy savings, and product usage.

7) Collaboration:

  • Work closely with cross-functional teams, including sales, marketing, support, and product development, to enhance the overall customer experience and ensure our solutions meet the highest standards of efficiency and sustainability.
  • Participate in product development discussions to ensure that customer feedback and sustainability considerations are incorporated into the roadmap.

Qualifications:

1) Education: Bachelor’s degree in Business, Marketing, Communications, or a related field.

2) Experience:

  • Freshers with good communication skills are also welcome
  • 1+ years of experience in customer success, account management, sales or a related field is a plus .
  • Proven experience in a customer-facing role, with a strong track record of building and maintaining client relationships is a plus.

3) Skills:

  • Excellent communication, interpersonal, and presentation skills.
  • Strong problem-solving abilities and a proactive approach to customer challenges.
  • Ability to translate complex technical concepts into simple, understandable terms for customers.
  • High level of empathy and a customer-first mindset.
  • Ability to work independently and manage multiple customer accounts effectively.

4) Technical Proficiency:

  • Familiarity with CRM software and customer success tools.
  • Basic understanding of product development and the software development lifecycle is a plus.

Additional Requirements:

  • Travel: Willingness to travel frequently to meet with customers in person.
  • Work Environment: Ability to work in a fast-paced environment and handle multiple priorities.

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