06/04 Arindam Ghose
HR Manager at Mukunda Foods

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Mukunda Foods - Manager - Customer Success (4-6 yrs)

Bangalore Job Code: 683924

JD - Customer Success Manager

Who we are:

Mukunda Foods Pvt Ltd (www.dosamatic.com) was incorporated in 2012 by the founder CEO Eshwar K Vikas and the co-founder Sudeep Sabat. Mukunda Foods Pvt. Ltd. is a robotics company based out of Bangalore, focused on innovative, IoT (Internet-of- things) enabled smart devices, driving home and industrial kitchen automation. We started our production of an automatic table-top Dosa making machine, DosaMatic. The company grew five-fold in terms of revenues and number of machines sold in the past 3 years. The dream of being a revolution in the food industry combined with the opportunity of a 50 bn $ industry keeps the team at Mukunda Foods ever excited.

Who are we looking for:

We are looking for a dedicated, customer centric Customer Success Manager (CSM) who is ready to shoulder the burden of ensuring the highest standards in customer happiness and centricity. We are looking for someone who owns the entire process of After Sales and has experience working on NPS scores, customer experience, internal customer happiness and data analysis. Your roles and responsibilities will include:

- Understand the painpoints of internal and external customer

- Understand customer requirements and relay the information internally to improve the product market fit.

- Understand the financial standing of the department and work on reducing servicing cost

- Build and empower a team of dedicated aftersales engineers on core competencies; technical servicing, customer interaction, softskills and swift resolution

- Establish fastest resolution times by planning weekly and monthly service visits

- Improve the brand visibility through his/her aftersales team

- Create marketing material by working closely with customers, demo partners and distributors

- Create technical documents for service engineers to enable them to service better and faster

- Create meaningful processes which will help enable the customer to be independent of the AfterSales team

What are we looking for in you:

As a successful candidate, you must have

- 4-6 years of experience in customer service leading a team of minimum 10+ technical and non technical service agents

- MBA from a reputed institute with In-depth understanding of the service industry and the best practices followed across the industry

- A reputation of building teams with a strong customer centric approach and strong sense of ownership

- Experience handling both B2B and B2C segments

- Worked intimately with marketing team to build the brand and raise the internal bar of delivering excellence

Job Location - Bangalore

Women-friendly workplace:

Maternity and Paternity Benefits

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