▷ (High Salary) Customer Support Manager (B2B SaaS)

4 weeks ago

Hyderabad India PRM360 Full time

Job Description Acads360 is a young start-up which has built a disruptive product PRM360. PRM360 is a global e-Procurement solution provided to our clients. 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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