Customer Success Manager

Job description

Job description

Work Timings:

 9 am EST to 5 pm EST (Full time)

Experience: Min 10+ years of experience in customer tickets and calls handling

Role Responsibilities:

 The Manager of Customer Success Engineering will lead a team of technical product

experts to expand on the vision of the Global Customer Support team to deliver a world-

class customer experience.

 The Manager will be responsible for the growth and development of your team, driving

efficiency, and acting as an escalation point for major issues (resolving them as they

arise), and helping to develop the strategies necessary to reach Lifesight's goals.

 The position reports to the Senior Product Manager and Product Head and works closely

with other teams and leaders across the company, especially the engineering org.

 This team works on the most technical and challenging customer escalations, driving

resolutions through code analysis and troubleshooting, bug reproduction and filing, API

investigation, and so on.

 This leader will be focused on ensuring KPIs and SLAs are achieved, individual goals are

attained, growing the careers of each team member, and helping to shape the future of

the Support organization.

How you'll make a difference:

 Drive value for customers by ensuring the team is solving complex technical challenges.

 Oversee workforce distribution to ensure optimal customer coverage and team balance.

 Provide career development and support to direct reports, composed of Support

Engineers.

 Operationalize and drive efficiencies through improving processes and documents for

the team and organization.

 Continuously provide input to scale and improve internal processes as well as

all customer support offerings.

 Motivate and inspire team members to instill a positive and inclusive team culture. Lead

by example with being humble and open-minded, operating with high integrity, and

being open to feedback.

 Provide continuous feedback to educate team members and peers, and foster a strong

learning environment.

 Work cross-functionally with peers in other groups to ensure collaboration for shared

goals.

 Work with Support and Engineering Leadership and other peers for strategy

development and execution planning.

 Evaluate customer satisfaction to develop and implement plans for continuous

improvement and excellent support interactions.

 Establish operational objectives through proactive identification of key areas of

opportunity - keeping the customer journey at the center of all ideas. Maintain

a customer first mindset.

 Analyze issues and problem solve in an objective and scalable way.

 Triage customer escalations and jump in to help customers and the team whenever

necessary.

Who You Are and The Skills You Bring:

 Passionate about creative problem solving for customers and internal teams.

 Strong leader dedicated to helping your team and peers develop their careers.

 Self-motivated, eager to learn, and thrive in a collaborative environment.

 Capable of adapting quickly to changing priorities and occasional ambiguity.

 Analytical and driven to achieve quantitative and qualitative targets.

 Excellent, clear communication and presentation skills, both written and verbal - able to

facilitate and lead meetings and presentations.

 3-5+ years of experience in an engineering related role at a SaaS company.

 2-3+ years of experience managing or leading teams.

 Demonstrated in-depth knowledge of CSS, Javascript, and HTML.

 Good working knowledge of php, mysql, or another backend programming language.

 Experience working directly with external customers and/or clients via email, chat,

phone, or video.

 Ability to plan for, train, and up-skill team members and peers on an ongoing basis.

 Not required, but good add on: experience with healthcare products, EHRs, or email

support etc

Job Type: Full-time

Pay: ₹470, ₹1,829,202.07 per year

Work Location: In person