Account Manager

We are looking for a technically savvy customer success manager who possesses a strong drive for results. Duties for the customer success manager will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests. Successful candidates must be social, and analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers, maximize value, and create strategies to grow our customer base.

Responsibilities:

 Develop and manage client portfolios.

 Sustain business growth and profitability by maximizing value.

 Analyze customer data to improve customer experience.

 Hold product demonstrations for customers.

 Improve onboarding processes.

 Evaluate and improve tutorials and other communication infrastructure.

 Mediate between clients and the organization.

 Handle and resolve customer requests and complaints.

 Minimize customer churn.

 Aid in product design and product development.

Qualifications :

 Highly organized and able to multitask.

 Self-driven and proactive nature.

 Excellent communication and interpersonal skills.

 Demonstrate leadership qualities.

 High computer literacy and ability to learn new software.

 Knowledge of customer success processes.

 Experience in document creation.

 Patient and active listener.

 Passion for service.

"Freshers with excellent communication skills who interact with US clients are also welcome."

About Voiceoc

Voiceoc is a Delhi based Startup that is established with an aim to help healthcare companies globally offer unprecedented & personalized experience to their patients by bringing their services on WhatsApp using our very own Hybrid Intelligent System (HIS), which is a contextual combination of artificial & human intelligence.

Today, Voiceoc is trusted by leading healthcare companies of India & GCC including Max Healthcare, SRL, Aster Healthcare etc. and prominent investors of India & USA.

Responsibilities Include (but not limited to):

We are looking for a candidate who has 2-3 years of experience working in a B2B SAAS company as a ‘Client Success Associate’. The responsibilities include:

• Act as a Techno-Functional Consultant and maximize adoption of Voiceoc
• Assist & train Clients to use the system to its full extent and help them to resolve their support queries
• Increase overall retention and do in-depth analysis to create up-sell/cross-sell opportunities
• Gathering Client feedback and sharing it internally to improve the product and/or establish better Support practices
• Analyzing Client data and helping them discover aspects of the product that are most beneficial to them
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
• Carrying out periodic health checks to avoid churn
• Keeping Clients updated on new features, and new products they might find useful
• Encouraging Client advocacy through feedback, external reviews, case studies, testimonials, and referrals
• Upselling and cross-selling through review of Clients’ progress

About AiSensy

We at AiSensy, are building end-to-end WhatsApp based Marketing, and Engagement Platform for Enterprises & growing SMBs.

Businesses can Broadcast messages, Automate Notifications and Solve for support using AiSensy. AiSensy was launched in 2020 as a product of Triny (Running since 2017) and is growing at 70% MoM.

Why AiSensy?

AiSensy is building for the next wave of WhatsApp Engagement between Businesses and Users. We aim to solve WhatsApp Engagement for Millions of Businesses with their users and are quite onto it! We're looking for energetic and growth oriented individuals who believe in the mission and would love to join the FORCE.

1500+ Paying Customers

100mn+ WhatsApp Messages done between Businesses and Users via AiSensy

Working with top brands like Skullcandy, Vivo, Rentomojo, BYJUS & more

High Impact as Businesses drive 25-60% Revenues using AiSensy Platform

Mission-Driven and Growth Stage Startup

What We Want You To Do

Manage a portfolio of Strategic and Enterprise customers.

Develop a full understanding of the AiSensy suite of products, including:

The value proposition and sales messaging

Best practices for deployment and maintenance

Out of the box reports

Work with the Professional Services team to ensure all customers successfully complete the onboarding process and a seamless transition occurs to the Customer Success Team

Collaborate with the Shared Managed Services delivery team to ensure customer technical outcomes and month end processes are accomplished

Ensure customers create an adoption/rollout plan to ensure they are confident in successfully socializing and embedding the AiSensy product

Assist the customer with the creation and ongoing adoption of their Roadmap and supporting Use Cases to drive value from AiSensy products

Advocate for the customer’s needs cross-departmentally

Educate customers on new platform and application capabilities

Monitor active customer support tickets, working with the support team as needed to ensure timely resolution and escalate as needed

Become a Platform Health Expert, effectively communicating technical knowledge and Operational Excellence to educate customers on best practice and ensure they maintain a healthy platform

Effectively communicate and collaborate with the Account and Customer Success team members to improve customer outcomes

Act as the CS owner for the portfolio of customers assigned, ensuring regular updates, issues, actions and escalations are managed appropriately

Manage the appropriate metrics through tools set forth by company

Work allocation and management of day-to-day work of the team

On-time delivery of service with absolute best quality

Supporting and mentoring of the team

Be first point of escalation for your team members.

Providing necessary support to your reporting manager

Coordination and collaboration with Regional Leads on activities pertaining to your team and share updates on a regular basis.

1. Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternate solutions tailored to individual needs.
2. Serve as a product, company and industry ambassador, keen on educating prospects and customers on the capabilities of product/features.
3. Conduct weekly, quarterly and annual customer success reports to ensure customers optimise our product/service, issues are resolved proactively and customer goals are met.
4. Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle.
5. Identify and prioritize product updates that reflect customer requests, industry, market and competitor trends and report to key stakeholders.
6. Provide insight and relay the voice of customers with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering.

What you must have: