Customer Success Manager

1 month ago


Bengaluru, Karnataka, India Mudrex Inc. Full time
Customer Success Manager

Mudrex Inc. is a leading platform in the democratization of investing, aiming to make crypto investing easy and accessible to everyone. Our flagship product, Coin Sets, has gained universal love, and we're growing rapidly. To sustain this growth, we're looking to expand our team. The Customer Success Manager will play a crucial role in building and maintaining customer trust in our product, ensuring their success and providing excellent customer service. Key responsibilities include:

  • Improving service metrics and increasing retention rates
  • Growing assets under management (AUM) and reducing churn

The ideal candidate will have skills in relationship management and relevant customer service experience, with a strategic mindset to drive customer satisfaction and achieve business objectives.

Responsibilities:

  • Develop customer relationships and strategies to promote retention and loyalty
  • Respond to customer queries in a timely and accurate manner
  • Identify customer needs and ensure customer satisfaction with the product
  • Monitor key performance indicators (KPIs) related to customer success and take proactive measures to meet or exceed targets
  • Act as an advocate for customers within the organization, ensuring their voice is heard and their needs are met
  • Collaborate with internal teams to resolve customer escalations and ensure timely issue resolution
  • Identify opportunities to upsell or cross-sell additional products or services to increase AUM
  • Proactively engage with customers to understand their satisfaction levels and identify potential churn risks
  • Develop and implement strategies to improve service quality, responsiveness, and efficiency
  • Develop and nurture strong relationships with key customers, serving as their primary point of contact
  • Understand customer goals, objectives, and challenges to proactively address their needs

Requirements:

  • Proven experience in customer relationship management and customer service roles
  • Strong understanding of the financial services industry and investment products
  • Excellent communication and interpersonal skills to effectively interact with customers and internal stakeholders
  • Comfortable working in shifts
  • Fluency in Hindi and English


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