15h Left: Sales Customer Service Manager

1 week ago

Mohali India Bluebash Full time

Job Description Job Title: Post-Sale Customer Success Manager Location: Mohali, India Shift Timing: EST (Eastern Standard Time) Product: Kickcall.ai Employment Type: Full-Time About KickCall.ai Kickcall.ai is an AI-powered receptionist and communication automation platform designed for small and mid-sized businesses. Our intelligent voice assistant ensures businesses never miss a call, improves customer engagement, and streamlines operations. We're on a mission to redefine customer communication with advanced AI and natural language technology. Role Overview We're looking for a Post-Sale Customer Success Manager to lead all customer success and post-sale engagement initiatives. The ideal candidate will ensure our customers achieve maximum value from KickCall.ai after purchasedriving onboarding, adoption, retention, and growth. You'll work closely with our Product, Sales, and Support teams to ensure every customer experiences a seamless journey from onboarding to long-term success. Key Responsibilities - Customer Onboarding: Lead new customer onboarding, ensuring successful setup, training, and go-live for KickCall.ai users. - Customer Retention: Develop strategies to increase customer satisfaction and reduce churn. - Account Management: Act as the primary point of contact for post-sale relationships, building strong, long-term partnerships. - Upselling & Expansion: Identify opportunities for product adoption expansion and coordinate with the sales team for upgrades or add-ons. - Customer Support Oversight: Collaborate with the support team to resolve escalated issues and ensure SLA compliance. - Customer Feedback Loop: Gather customer feedback and insights to guide product improvement and roadmap discussions. - Process Improvement: Optimize post-sale workflows for efficiency, consistency, and better customer experiences. - Reporting & Analytics: Track success metrics like churn, NPS, adoption rate, and customer lifetime value (CLV). Required Skills & Experience - 3+ years of experience in Customer Success, Post-Sales Management, or Account Management, preferably in a SaaS or AI-based product company. - Strong understanding of SaaS customer lifecycle management. - Excellent communication and relationship management skills. - Problem-solving mindset with the ability to anticipate customer needs. - Hands-on experience with CRM tools (e.g., HubSpot, GoHighLevel, or similar). - Strong organizational skills and ability to manage multiple accounts simultaneously. - Tech-savvy and comfortable explaining product features and use cases. Preferred Qualifications - Prior experience in AI, Automation, or Communication SaaS products. - Experience setting up customer success frameworks from scratch in a startup or early-stage environment. - Data-driven approach to improving customer engagement and retention. What We Offer - Competitive compensation with performance-based incentives. - Opportunity to work with cutting-edge AI technology. - Flexible working hours (EST shift) to collaborate with international teams. - Direct impact on product and customer strategy. - A culture of innovation, collaboration, and continuous growth.

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