Care Success Manager

Job Description and Responsibilities:

• Customer Success: Drive customer satisfaction by ensuring timely and effective resolution of technical issues. Act as an escalation point for complex or high-impact customer concerns.
• Act as the primary point of contact for customers regarding all Support related matters, building trust, understanding their pain points, and ensuring measurable success with our product.
• Proactively address customer concerns and guide the product and delivery teams to create solutions that meet the customer's unique challenges.
• Design and implement a comprehensive customer success framework for Care Operations, including onboarding, engagement, resolution, and satisfaction, while optimizing processes, tools, and metrics for scalability.
• Collaboration: Work closely with product, engineering, and sales teams to ensure a seamless customer experience. Provide feedback on product improvements based on customer insights.
• Serve as the voice of the customer, providing insights and feedback to the product team to inform development priorities.
• Reporting & Analytics: Track and report key support metrics such as response time, resolution rate, and customer satisfaction scores. Present performance updates to senior management.
• Operational Excellence: Develop and optimize support processes, workflows, and KPIs to improve efficiency and service quality.
• Training & Development: Implement training programs to keep the team updated on product features, troubleshooting techniques, and customer engagement best practices.
• Serve as the voice of the customer, providing insights and feedback to the product team to inform development priorities.

Requirements:

• Strong customer service orientation with excellent communication and conflict resolution skills. Have a proven track record of building and scaling customer success programs in a high-growth, technology-focused environment.
• Possess exceptional interpersonal and communication skills, with the ability to build trust and articulate complex ideas clearly.
• 5+ years in technical support or customer success roles, with deep understanding of L3/L2/L1 support functions.
• SaaS Knowledge: Strong understanding of SaaS products, preferably in the customer service or AI/chatbot industry.
• Technical Skills: Familiarity with CRM and support tools (e.g., Jira, Zendesk, Service Now, etc) and knowledge of cloud technologies, APIs, and troubleshooting methodologies.
• Leadership: Proven ability to manage and inspire technical teams.
• Problem-Solving: Analytical mindset with the ability to diagnose and resolve technical issues quickly.
• Demonstrate the ability to manage multiple priorities in a fast-paced, evolving environment.
• Possess a data-driven mindset with the ability to analyze and interpret customer data to drive decisions.

Recruitment Process:

• HR Interview followed by 4-5 Technical Interviews.

Benefits we have for you:

• Competitive salary package.
• Paid lunch (In the office)
• Private healthcare
• Yearly bonus
• Training and workshops

About

At LotusFlare, we attract and keep amazing people by offering two key things:

• Purposeful Work: Every team member sees how their efforts make a tangible, positive difference for our customers and partners.
• Growth Opportunities: We provide the chance to develop professionally while mastering cutting-edge practices in cloud-native enterprise software.

LotusFlare employees join and remain at LotusFlare for two simple reasons. First, they can see immediately that their work makes a positive impact on LotusFlare customers, and second, they grow on a personal level by developing best practices and experience in cloud-native enterprise software. LotusFlare Founder and CEO Sam Gadodia believes that if you want to make an impact and change industries for the better, you should consider joining LotusFlare.

LotusFlare has always been about making an impact through software products and changing industries for the better by simplifying technology so as to simplify the customer experience. Founded by the team that helped Facebook reach over one billion mobile users, LotusFlare was born out of a vision to make the mobile internet accessible and affordable to people in parts of the world who often did not have access.

From this initial work, LotusFlare's mission now is to design, build and continuously advance a cloud-native digital commerce and monetization platform that simplifies technology and customer experience to deliver valuable outcomes to enterprises. This platform provides the software product foundation for the company's main offering, the LotusFlare Digital Network Operator Cloud. LotusFlare DNO Cloud is a digital commerce and monetization managed service that serves as a digital BSS to deliver valuable business outcomes for communications and media services providers.

LotusFlare looks for people all around the world who are passionate in their aim to make an impact and change industries for the better by simplifying technology. Headquartered in the heart of Silicon Valley with offices in EMEA and APAC, LotusFlare serves Verizon, T-Mobile, Globe Telecom, MPIC, Digi, DISH Networks, Permata Bank, Singtel, Digicel, Supercell, and other leading enterprises around the world.

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