Customer Success Manager

2 weeks ago

Bengaluru, Karnataka, India 100MS Full time ₹ 15,00,000 - ₹ 35,00,000

100ms is building a Platform-as-a-Service for developers integrating video-conferencing experiences into their apps. Our SDKs enable developers to add gold standard audio-video quality conferencing with much faster shipping times. 100ms allows shipping live conferencing application time in days instead of months, allowing companies to focus on their core business.

We are a team uniquely placed to work on this problem. We have built world-record scale live video infrastructure powering billions of live video minutes in a day. We are a hybrid team with engineers who've built video infrastructure at Facebook and Hotstar.

Technical capabilities required
  • Must have knowledge of API and working with postman
  • Must have knowledge in debugging basic code eg java and javascript
  • Should have working knowledge on how SDK works and with writing technical documentation.
  • Good to have knowledge on creating dashboard on amplitude and grafana
  • Should have good testing and debugging skills

What Would You Do :
  • Assist customers as needed with setting up and navigating programs or software associated with a product or service.
  • Establish clear retention goals and process milestones for the client and employees to work toward.
  • Experience working in seek to promote the value of the product and upsell services and products with brand image and promoting value through customer experience.
  • Assist in creating training courses and educational materials for other members of the department.
  • Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company.
  • Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value.
  • Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs.
  • Optimize existing processes within the company and actively enhance all Customer Success initiatives.

Who Should Apply :
  • 5 - 8 years of experience in customer service or customer success position strongly preferred.
  • Experience working with brand image and promoting value through customer experience.
  • Exceptional ability to communicate and foster positive business relationships.
  • Technical skills required, as they relate for the use of the product to service to be solid
  • Accountability and personal organization are essential.
  • Experience in managing a diverse group and training each according to company standards.
  • Ability to establish milestones and keep all team members on task.
  • Experience analyzing and optimizing the existing processes in the Customer Success department.
  • Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.

Why 100ms
  • You'll be part of a small team at a fast-growing engineering-first startup -You'll work with engineers across the globe with experience in video at places like Facebook and Hotstar -You can grow as a team leader - freedom to set your own goals -You'll work on problems at the cutting-edge of real-time video communication technology at massive scale
₹15,00,000 - ₹35,00,000 a year

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