Customer Success Manager
6 months ago
At Intract, founded by visionary IIT Delhi alumni and backed by top-tier global VCs, we're
redefining the user acquisition landscape for all digital companies, through our innovative
B2B2C approach which serves 1,000,000+ users.
Role Description
This is a full-time on-site role for a Customer Success Manager located in Gurugram. We are
seeking an experienced Customer Success Manager with a strong background in handling
technical product queries and providing empathetic post-agreement support. Experience with
SaaS and Web3 technology is a plus.
As a Customer Success Manager, you will play a crucial role in ensuring partner satisfaction
by onboarding them, analyzing data and making necessary recommendations. You will retain
partners by building strong relationships and providing excellent support.
Responsibilities:
- Develop and nurture relationships with clients.
- Serve as the primary point of contact for client inquiries, issues, and escalations related to Web3 solutions.
- Understand clients' goals, challenges, and specific use cases within the Web3 ecosystem, and work collaboratively to address them using our products or services.
- Facilitate smooth onboarding processes for new clients, providing guidance on product usage and best practices in the context of Web3.
- Proactively engage with clients to ensure they are deriving maximum value from our solutions, and provide ongoing support and training as needed.
- Conduct regular business reviews and check-ins with clients to assess satisfaction levels, gather feedback, and identify opportunities for improvement or expansion.
- Collaborate closely with internal teams, including sales, product development, and technical support, to advocate for clients' needs and ensure timely resolution of issues.
- Stay informed about industry trends, developments, and best practices within the Web3 space to better serve our clients.
Requirements:
- Minimum of 2 year of direct experience working with Saas or Web3 technologies in a customer-facing role
- Proficiency in blockchain technology, cryptocurrencies, decentralized finance (DeFi), and related concepts is a plus
- Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical audiences
- Excellent problem-solving abilities and a proactive approach to addressing client needs and challenges
- Ability to thrive in a fast-paced, startup environment and manage multiple priorities effectively
- Bachelor's degree in a relevant field preferred, or equivalent practical experience
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