Client Visit

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.

• Managing a team of representatives offering customer support.
• Overseeing the customer service process.
• Should be able to resolve queries over the calls or have experience in Outbound or Inbound process.
• Good to have experience in Service/Product Support.

Desired Candidate Profile:

• The ideal candidate will have a strong mix of relationship management, strong analytical, business and technical skills.
• 6-10 years of overall delivery related (pre-sales, solutioning, delivery management or customer account management) experience preferably in the Cybersecurity/SaaS/hi-tech products.
• 2+ years experience in customer facing roles with customers in US/Europe/ME geographies.
• Ability to internalize the product offerings and can discuss solutions, benefits and trade-offs with the customers.
• Ability to build, maintain and leverage strong relationships with Business and Technology Decision Makers within each customer to influence solution adoption, create strong support for new opportunities and to secure their willingness to advocate on our products.
• Ability to multitask in a dynamic, fast paced environment
• Experienced at account management & growth through farming.
• Experienced at leading presentations and discussions with customer’s senior management teams
• Highly energetic, with a passion for helping customers achieve expected business outcomes

Qualifications:

1. Bachelors degree from Top institutes. MBA preferred
2. Excellent organization and project management capability
3. Excellent communications skills, both in written and verbal communications, with the ability to deliver effective presentations, group facilitation and one-on-one consultation is a must
4. Self started, self motivated, flexible and results driven
5. Experience using CRM tools

Preferred knowledge/skills:

1. Experience in Cybersecurity and understanding of network fundamentals. Good understanding of IT and Network Security fundamentals such as Firewalls, Proxies, and Web Security Gateways.
2. Experience working/leading teams in customer success functions for SaaS products.
3. Experience with Product Delivery Lifecycle

Screen-Magic is publisher of #1 business texting application on Salesforce & Zoho platforms. We are revered for our great customer support. Current high quality customer support is helping us growing well and to retain our leadership position in the market. With growing business, We have decided to expand our Customer support team. We are looking for a Customer support manager who can lead, manage and scale our support team, with goals of high performing customer support team.

Skills:

• Very good communication skills
• Experience of managing customer support team of atleast 10 members for international customers.
• Good Customer facing skills
• Good experience of managing teams
• Good technology background required for understanding complex technology issues.

Responsibilities:

• Setup, Manage customer support team, Setup KRA, SLAs using fresh desk like customer support tools.
• Keep your team motivated.
• Keep tab on all issues which are reported by various sources
• Keep in touch with Product team for new releases and training teams according to their responsibility
• Check quality of customer support tasks and plan the trainings & reinforcement sessions for improving in general customer support quality
• Report to management about customer success reports
• Invent/discover new channels and method to improve customer success
• Manage  budgets of Customer support team requirements
• Take care of hiring and retaining customer support teams
• Do upkeep of tools used for Customer success such as fresh desk, chat etc.

Information Security Responsibilities:
You are responsible for protecting the information resources to which they have access. Your responsibilities cover both computerised and non-computerised information and information technology devices (paper, reports, books,  recordings, computers, removable storage media, printers, phones, fax machines, etc.) that they use or possess.  You Must follow the information security practices set by the ISO, as well as any additional departmental or other applicable information security practices.You are expected to adhere to all Screen-Magic policies and exercise good judgement in the protection of information resources. 

SHIFT : US Shift

Job Purpose:

To Answer queries/resolve problems of customers through Inbound.

Attend Inbound & Outbound calls, sometime respond through email and chat to customers.

Provide correct and quality information to customers on every call, promote good listening and English grammar skills.

Eligibility Criteria:

Good speak, read & Write English & Hindi mandatory.

Able to communicate confidently and politely, with good speaking skills.

Awareness on Banking or Banking products.

Detailed knowledge of intricacies of Banks products and how they compare against competitors.

Good typing skills (Quality & Speed)

Ability to handle telephonic conversations

Good Listening & Comprehension skills

Should be flexible to work in 24/7 shift