Manager of Customer Support

3 days ago

Bengaluru, Karnataka, India Responsive Full time ₹ 9,00,000 - ₹ 12,00,000 per year

About Responsive
Responsive, formerly RFPIO, is the market leader in a growing category of SaaS solutions called Strategic Response Management. More than 2,000 customers, including Google, Microsoft, Blackrock, T.Rowe Price, Adobe, Amazon, Visa and Zoom, are using the Responsive platform to manage business critical responses -including bids, questionnaires, assessments, and trust centers - that impact nearly half of a company's revenue. More than 35% of cloud SaaS leaders and more than 20 of the Fortune 100 standardize on Responsive, and the company has been voted "best in class" by G2 for 24 quarters straight. Customers have used Responsive to close more than $750B in transactions to-date. To learn more , visit .

About The Role
The Customer Success Manager (CSM) is actively involved with customers to build relationships, promote software adoption, address Customer issues, identify new business opportunities, negotiate terms for Professional Services, and for the ongoing promotion of the value of RFPIO solutions. Customer Success Managers oversee the relationship with RFPIO's customers for the duration of their contract(s).

Customer Success Managers, at all levels, are the primary point-of-contact for our customers. CSMs function as trusted advisors who provide ongoing support and facilitate customer success and user adoption to maximize the value RFPIO brings to our customer's business operations. This position advocates the needs of the customer to all internal RFPIO teams.

Essential Functions

  • Serve as the voice of the customer, elicit and collect feedback to drive continuous improvement across all areas, including onboarding, training and product development
  • Identify, develop and share best practices that enable RFPIO customers to achieve their business goals and objectives by fully leveraging the solutions they own
  • Participate in the development and continuous iteration of customer health metrics
  • Monitor customer health, adoption, utilization, customer sentiment and other metrics across products and verticals, and throughout the customers' journey
  • Develop a trusted advisor relationship with customer stakeholders to ensure they are leveraging the solution(s) to achieve full business value
  • Educate customers on new features and releases
  • Conduct periodic customer business reviews and health checks
  • Manage customer issue escalations, facilitate communication among applicable internal and external stakeholders and provide ongoing support until issues are resolved

*Knowledge & Skills*
Excellent verbal and written communication skills.

Problem-solving And Critical Thinking Skills Are Essential.
Adaptable and flexible.

Must be a team player with a positive attitude.

Ability to remain organized while multi-tasking.

Eagerness to learn.

Qualifications
*Additional Information*

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