Just Dial - Manager - Customer Success/Customer Service - SaaS Tool

Dear All,

Justdial is currently hiring for CS Manager @ Mumbai, Malad west location.

PFB details :

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

Salary offered: 7 - 11 LPA

Ekta Jaiswal
Justdial Ltd