Customer Sucess Manager

1 week ago

Bengaluru, India SmartQ Full time

The Customer Success Manager is responsible for building and maintaining strong client relationships, understanding their technical needs, and providing expert guidance. They offer technical support to clients, helping resolve challenges and optimize product usage. The role involves leading client onboarding, providing training, and gathering feedback for product improvements. The manager collaborates with sales and product teams to develop strategies for client growth, renewals, and upselling opportunities.


Key Responsibilities:

Client Relationship Management : Build and maintain strong relationships with technical clients, understanding their needs, objectives, and technical requirements. Technical Expertise : Possess in-depth knowledge of the company's products, services, and technology solutions to effectively address client concerns and provide guidance. Technical Support : Offer technical guidance and assistance to clients, helping them overcome technical challenges and optimize their use of products or services. Onboarding and Training : Lead clients through the onboarding process, ensuring they understand how to effectively use the technology, providing training sessions, and assisting with integrations. Product Feedback : Gather feedback from clients about product or service functionality and performance to relay it to the development and product teams for improvement. Account Planning : Collaborate with sales and product teams to create account plans and strategies for clients' long-term success and growth. Issue Resolution : Address and resolve technical issues and escalate them as needed, maintaining clear communication with clients. Renewals and Upselling : Work on renewing client contracts and identifying opportunities for upselling additional products or services. Data Analysis : Analyze client data to identify trends, potential issues, or areas for improvement, and provide data-driven recommendations. Documentation: Maintain records and documentation of client interactions, issues, and resolutions.


Qualifications:

  • Bachelor's degree in a relevant field (business, marketing, or a related discipline).
  • Proven experience in customer success or account management.
  • Strong communication, interpersonal, and problem-solving skills.

Ability to understand and communicate technical information.

  • Proficiency in understanding product and software and customer support process.
  • Results-oriented and dedicated to achieving customer satisfaction and retention.


Key Competencies:

  • Customer-focused mindset. Ability to multitask and manage multiple client relationships simultaneously.
  • Exceptional relationship-building skills. Problem-solving and critical thinking.
  • Strong communication and presentation skills. Analytical and data driven.



Message from CEO:

We've come to realize that we're not merely in the B2B Food service industry; we're in the business of 'Capturing Hearts.' We find ourselves in a unique position to turn ordinary, mundane corporate cafeterias into places of pure delight, where individuals can freely express themselves, find inspiration, and share happiness. Such a profound transformation opportunity is a rare gift, where the purpose of our enterprise transcends the ordinary. If this vision resonates with you, we invite you to join us in our mission to spread joy and happiness in a world weighed down by stress and pressure. Together, let's play our part in making this world a more beautiful place.

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