Customer Success Manager IT SaaS

2 months ago

Sahibzada Ajit Singh Nagar, India RChilli Inc. Full time

We are looking for atechnically savvy Customer Success Manager who possesses a strongdrive for results. Duties for the customer success manager willinclude a broad range of tasks such as maintaining ongoing customerrelationships and networking implementing success programscontributing to sales onboarding and training clients andminimizing churn. You should also be able to provide insights onclienttobusiness interactions improve customer experience throughproduct support and handle customer complaints andrequests.

Successfulcandidates must be social ytical possess an aptitude for learningand using new software and be able to communicate clearly andeffectively. The ideal Customer Success Manager should engage withcustomers maximize value and create strategies to grow our customerbase.

CustomerSuccess ManagerRequirements:

MBA inSales/ Degree in Sales or relatedfield

  • Minimum2 years ofexperience.

  • MarketingManagementDegree

  • Highlyorganized and able tomultitask.

  • Selfdrivenand proactivenature.

  • Excellentcommunication and interpersonalss.

  • Demonstrateleadershipqualities.

  • Highcomputer literacy and ability to learn newsoftware.

  • Knowledgeof customer successprocesses.

  • Experiencein doentcreation.

  • Patientand activelistener.

  • Pionforservice.

  • Musthave experience in information technology serviceindustry

  • musthave experience for US/ Europeregion

CustomerSuccess ManagerResponsibilities:

  • Respondto customer inquiries and complaints through various channels suchas phone email chat andCRM.

  • Identifyand trouble technical issues with products orservices.

  • Provideaccurate and timely information to customers regarding productfeatures pricing andpolicies.

  • Followup with customers to ensure that their issues have been resolved totheirsatisfaction.

  • Doentcustomer interactions and maintain accurate records of customerinquiries andcomplaints.

  • Collaboratewith other departments within the company to address customerissues.

  • Continuouslyimprove customer support processes and procedures to enhance thecustomerexperience.

  • Keepuptodate with product and service knowledge to effectively supportcustomers.

  • Developand manage clientportfolios.

  • Sustainbusiness growth and profitability by maximizingvalue.

  • ysecustomer data to improve customerexperience.

  • Holdproduct demonstrations forcustomers.

  • Opento handling onboardingprocesses.

  • Evaluateand improve tutorials and other communicationinfrastructure.

  • Mediatebetween clients and theorganization.

  • HandleCrossselling and product/featureadoption.

  • Handleand resolve customer requests andcomplaints.

  • Minimizecustomerchurn.

  • Musthave proven track record of achieving CSMKPIs/metrics.

Whatyou mayhave:

  • Pridein your ability to connect with a wide range of people and loveworking with customers of all s levels and personalitytypes.

  • Excitementabout finding new and complex problems tosolve.

  • Patiencecompion andunderstanding.

  • Curiosityto strive to continuously improve andlearn.

  • Abilityto thrive at multitasking and prioritizing in a fastpacedenvironment.

  • Techsavvinessand excitement to dive into learning newplatforms.

  • Selfdrivenattitude and willing to take initiative to grow yourss.

  • Funoutgoing and engaging personality and love to work as a cohesiveteam.

Importantbonus points ifyou:

  • Havecustomer focus at your core and are eager to make a career out ofhelping clients besuccessful.

  • Haveexperience working withAPI.

  • Arefamiliar with Zendesk or similar CRMsoftware.

  • Areopen to working evening and nightshifts.

  • Knowledgeof Hubspot or otherCRMs.

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