Wishup - Customer Success Manager

Customer Success Manager

About the role, Keynotes :

Profile - Operations Manager - VA Category

Role - Full-time

Grade - Manager

Location - Remote - Work from home / anywhere

Work hours - Mon to Fri / US Shift (6:30 PM to 3:30 AM IST) or (9.30 PM to 6.30 AM IST)

What you'll do?

- Complete responsibility for 3-month retention for a set of new OBM-client subscriptions. This is the biggest KPI by which performance will be measured for this role.

- Ensure the success of Online Business Managers

- Take a lead role in planning, coordinating, and facilitating engagements and clients' requirements. Mentor the team to deliver excellent value to their clients.

- Task quality - Ensure high-quality output for each task done by OBMs for their clients for up to 3 months by proactively checking every single task (Steps to do, output, EOD reports).

- Conduct daily check-ins with OBMs as prescribed by the Operating procedures. Troubleshoot any ground-level problems.

- Ensure continuous, relevant, and exemplary communication by OBMs with their clients.

- Handover process - Oversee the entire handover process for OBMs based on requests for replacements and ensure timely completion.

- Advisor to the Client Success Team - Advise the CSMs on upgrade opportunities and any red flag engagements by continuously monitoring the client usage and OBMs daily reports.

- Quality checks and standardizing the output - Develop a Wishup Quality Checklist for all assignments given by the client, to be adhered to by team members. Lead the quality check team to ensure set standards output are delivered to the clients.

- Retain talent to reduce attrition - Retain dedicated talent in your team by introducing various skill upgrade plans and implementing various engagement and team-building practices. Look after the OBM's welfare and motivate them with regular appreciations and laurels.

- Reporting -Generating weekly, and monthly reports for senior management and other tributaries of the organization. Work closely with your Reporting Manager/Category Manager - OBMs and ensure KPIs set by your Reporting Manager are met.

What are we looking for?

- Minimum 6 months post-training of experience as an online business manager

- History of delivering excellence to the client and client retention

- Excellent analytical skills and learning capabilities

- Excellent inter-personal and team-building skills

- Excellent written and verbal communication skills

What's in it for you?

- A fully remote (work from anywhere) role

- Receive a more-than-competitive salary plus benefits

- Performance-driven and transparent work culture

- Enjoy a culture with opportunities for growth and learning