Customer Success Manager B2B

3 months ago

Sahibzada Ajit Singh Nagar, India RChilli Inc. Full time

Customer Success ManagerRequirements:

MBAin Sales/ Degree in Sales or relatedfield

  • Minimum2 years ofexperience.

  • MarketingManagementDegree

  • Highlyorganized and able tomultitask.

  • Selfdrivenand proactivenature.

  • Excellentcommunication and interpersonalskills.

  • Demonstrateleadershipqualities.

  • Highcomputer literacy and ability to learn newsoftware.

  • Knowledgeof customer successprocesses.

  • Experiencein documentcreation.

  • Patientand activelistener.

  • Passionforservice.

  • Musthave experience in information technology serviceindustry

  • musthave experience for US/ Europeregion

Weare looking for a technically savvy Customer Success Manager whopossesses a strong drive for results. Duties for the customersuccess manager will include a broad range of tasks such asmaintaining ongoing customer relationships and networkingimplementing success programs contributing to sales onboarding andtraining clients and minimizing churn. You should also be able toprovide insights on clienttobusiness interactions improve customerexperience through product support and handle customer complaintsandrequests.

Successfulcandidates must be social analytical possess an aptitude forlearning and using new software and be able to communicate clearlyand effectively. The ideal Customer Success Manager should engagewith customers maximize value and create strategies to grow ourcustomerbase.

CustomerSuccess ManagerResponsibilities:

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

  • Identifyand troubleshoot 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.

  • Documentcustomer 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.

  • Analysecustomer 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 skill levels and personalitytypes.

  • Excitementabout finding new and complex problems tosolve.

  • Patiencecompassion 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 yourskills.

  • 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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