Provakil - Manager - Customer Support

Customer Support Manager

Customer Support Manager responsibilities include:

- Operating as the lead point of contact for any and all matters specific to your accounts

- Building and maintaining strong, long-lasting customer relationships

- Overseeing customer account management

- Providing an exceptional experience to customers in migrating, configuring, deploying, modernizing, and operationalizing their systems on our platform.

Job brief:

We are looking for a Customer Support Manager to create long-term, trusting relationships with our customers. The Customer Support Managers' role is to oversee a portfolio of assigned customers and develop new business from existing clients.

What does a Customer Support Manager do?

- Responsibilities include developing strong relationships with customers and connecting with key business executives and stakeholders.

- The customer Support Manager also answers client queries and identifies new business opportunities among existing customers. In this role, you will liaise with cross-functional internal teams (including Customer Service and Product Development departments) to improve the entire customer experience. This position may require occasional travel.

- If you are familiar with account management software (CRM), have a flair for client communication, and understand consumer behavior, we'd like to meet you.

Responsibilities:

- Building relationships with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.

- Serve as the lead point of contact for all customer account management matters

- Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors.

- You will interact with a range of customer stakeholders, including engineers, technical project managers, business heads, and C-suite executives.

- Ensure the timely and successful delivery of our solutions according to customer needs and objectives.

- Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders

- Develop new business with existing clients and/or identify areas of improvement

- Forecast and track key account metrics

- Prepare reports on account status

- Collaborate with the sales team to identify and grow opportunities

- Assist with challenging client requests or issue escalations as needed

Requirements:

- 4+ years of work experience as a Customer Support Manager, Key Account Manager, Sales Account Manager, Junior Account Manager, Project Manager, or relevant role

- Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level

- Experience delivering client-focused solutions to customer needs

- Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail

- Excellent listening, negotiation, and presentation abilities, and an entrepreneurial mindset.

- Strong verbal and written communication skills

- A team player who takes responsibility for results and is proactive in driving process improvement and execution along with cross-functional teams.

Monetary incentives apart, why us?

- Fast Growing We are a fast-growing organization with a 200% Y-o-Y growth in customers and revenue. We believe in setting the expectations really high and stretching ourselves to deliver on it!

- Scale If you like to solve problems of scale, you will enjoy your time in Provakil. We are a fast-growing team with a presence across multiple cities in India.

- Team, We are a team with a strong background and believe in working hard to build a reputation. The founding team consists of engineers from IIT and lawyers with practice in the Supreme Court. Our App store rating is 4.6 and our customers can't stop talking about us!

- Awards & Recognitions World Justice Challenge Finalist at The Hague, The Netherlands, 2019 'Legal Tech Startup of the Year' at BW Legal awards 2K19 Industry Prize, Agami Prize in 2018 Selected among Top 3 companies at Westerwelle Foundation YFP Program 2020