Customer Success Manager - SAAS Tool  Job Description  - The customer success manager is responsible for providing quality and efficient customer service for a SAAS based tool used by over 25,000 users.  - The position is responsible for daily management of a team of technical support executives (customer success executives) which includes work allocation, monitoring, motivating, recognizing and rewarding, training and active problem solving.  - Continuous evaluation of processes to fill in gaps or improve operation efficiency.  Key Responsibilities  - Manage a team of customer support executives to ensure that customer service calls and cases are answered in a timely, efficient and knowledgeable manner.  - Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.  - Provides statistical and performance feedback and coaching on a regular basis to each team member.  - Ensures team members have appropriate training and other resources to perform their jobs.  - Responds to and resolves employee relations issues expressed by team members.  - Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.  - Addresses disciplinary and/or performance problems according to company policy.  - Works as a member/leader of special or ongoing projects that are important to area/process improvement.  - Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.  - Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.  - Uses appropriate judgment in upward communication regarding department or employee concerns.  Education Qualification :   - B.E/B.Tech/M.E/M.Tech/B.Sc IT or CS/M.Sc in IT or CS/BCA preferred but not required  - MBA/PGD preferred but not required  Personal Traits :   - Exceptional interpersonal and communication skills, including strong writing and speaking skills  - Internally Motivated and Self Starter  - Proven analytical skills and highly comfortable with numbers  - Well-developed problem solving skills allowing individuals to remove obstacles for teams and set expectations in ambiguous situations.  - Innovative solution seeking attitude  - Ability to make decisions independently/propensity to make calculated risks  - Excellent organisational skills with an ability to manage multiple tasks to completion

Mumbai

Just Dial - Customer Success Manager - SaaS Tool 

Just Dial - Customer Success Manager - SaaS Tool  ,Job Description for Just Dial - Customer Success Manager - SaaS Tool  in Justdial Ltd in  Mumbai for (1-15) years of experience. Apply Now!

Job Description for Just Dial - Customer Success Manager - SaaS Tool  in Justdial Ltd in  Mumbai for (1-15) years of experience. Apply Now!