InCommon | Customer Support Manager

4 weeks ago

uttar pradesh, India InCommon Full time
Job Type: Full-Time
Location: Noida (In-office)
⏱️ Work Timings: 9 AM to 7 PM IST | Monday to Friday
️ Experience Required: 5 to 8 Years of relevant experience
⌛ Hiring Timeline: Immediate
Hiring Process: Resume review - Initial screen - Interviews (3) - Leadership & Behavior Interviews
About the company:
Incommon is hiring on behalf of a Canadian company, Enkel. Enkel delivers cloud-based accounting services to over 300 Canadian businesses and not-for-profits, specializing in tech-driven financial solutions. The company, which has offices in Canada and India, focuses on finance, accounting, and operational efficiency. The team brings expertise from finance, outsourcing, and corporate sectors, driving impactful results across various industries.
Summary:
We are seeking a Customer Success Manager to join our dynamic and expanding team. This role is ideal for someone passionate about fostering strong client relationships and delivering exceptional customer satisfaction. You possess a solid background in finance , with expertise in interpreting financial statements and efficiently addressing customer queries in a timely manner
This pivotal role requires your physical presence in our Noida office. We work collaboratively with teams in India and Canada, seamlessly blending the best of both worlds in a hybrid work setting.
Principle responsibilities:
Lead and manage the customer support team, providing mentorship and performance evaluations.
Proactively engage with clients to ensure smooth onboarding, retention, and long-term satisfaction.
Analyze customer support metrics to assess team performance and drive improvements.
Build strong client relationships and handle escalations to meet or exceed expectations.
Collaborate with internal teams to ensure alignment and seamless delivery of services.
Conduct regular check-ins to review client satisfaction, identify growth opportunities, and enhance their experience.
Requirements :
5+ years of experience in customer support, client management, or account management, ideally in financial services, SaaS, or BPO.
Proficient in using CRM systems like Salesforce or HubSpot to track and manage client interactions.
Proven ability to collaborate with sales, product, and operations teams to drive client support initiatives.
Leadership experience with a track record of guiding and motivating high-performing teams in customer-facing roles.
Strong problem-solving skills with experience resolving escalated client issues and ensuring satisfaction.
Exceptional communication skills, with the ability to simplify complex financial and technical information for clients.

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