Manager- Customer Success
Must Have's:
1. Strong Communication skills; Good enough for US customers
2. Experience working in Night Shift
3. Experience dealing with US customers
4. Working for a SaaS product
5. Since it is a Manager level role; Must have team management experience; Should have trained/coached people under him/her; Taken care of their Performance appraisals, reviews and achievements etc.6. Company is based out of Gurgaon (Currently Remote-WFH)
7. Experience: Ideal experience is 8+ years minimum
8. Any full time Graduate will work
Responsibilities:- Work with / coach your team of CSM's to improve the quality and effectiveness of the customer engagement process.
- Improve the throughput and scalability of the team by finding opportunities to automate and streamline processes.
- Partner with IT, Marketing, Business Systems, Support and other teams to enhance current processes and tools.
- Work closely with the CS Ops and Finance team to identify trends and strategies that will improve the retention & growth of the customers.
- Closely monitor key performance metrics and implement changes that will drive continual improvement.
- Work closely with sales leadership to ensure there is tight alignment between the teams and resolving customer escalations.
- Point of contact for escalation calls for our SMB costumed wd
Requirements:- Bachelor's/PG degree in an appropriate discipline
- Experience evolving and optimizing people, process and tools
- Expertise managing large complicated accounts and projects at the most senior level
- Experience with account portfolio planning and prioritization
- Capability as a credible and effective consultant/coach at the executive level down in order to facilitate change management
- Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict.