Customer Support Manager

6 days ago

Hyderabad, India Snaphunt Full time

The Role: You will be responsible for : Driving product adoption and customer value at key accounts and identifying additional opportunities for customer expansion. Collaborating with the sales team on account strategy development for assigned customers. Defining best practices, metrics and goals and leading the Customer success teams towards achieving these. Ensuring a high degree of customer renewals. Building strong product expertise and providing training & ongoing support to key accounts as required. Providing feedback and advocacy on customer pain-points to internal teams. Ensuring strong customer service levels are met in line with Company objectives. Supporting the customer service team in resolving escalated issues or complaints. Collaborating effectively with supply chain, sales and other teams to ensure prompt and accurate order processing and delivery. Developing plans to improve customer experience and satisfaction along with other internal stakeholders. Recruiting, training, coaching and performance managing the customer service team. Managing a team of 6-10 people. Ideal Profile: You have at least 10 years experience within a Customer Service or Customer Success role, ideally within the IT Services and Software / SaaS industry. You possess excellent interpersonal as well as written and verbal communication skills. You have working knowledge of b2b saas, saas, enterprise clients, customer success, customer support, production support, customer experience and customer support b2b saas You are highly goal driven and work well in fast paced environments You are a strong networker & relationship builder You are a strong mentor and coach who can build high performing teams You are willing to undertake 0-30% travel. What's on Offer? Work alongside & learn from best in class talent Leadership Role A role that offers a breadth of learning opportunities

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