Customer Success Manager

Responsibilities
1. Lead a team of associates who are the first point of contact for members - identify, understand and resolve customer queries via chat support / email or call if necessary.
2. Foster cross-functional relationships with internal stakeholders and devise methods for improvement of overall customer experience
3. Work on process/workflow design to ensure root cause resolution of frequent customer queries. Develop service procedures, policies and standards
4. Record and document all relevant user feedback
5. Manage escalations. Take ownership of customers' issues and follow problems through to resolution.
6. Manage rotational shifts to ensure great 24/7 customer support (8-hour shifts | 6 days working | Weekday off)
7. Own customer satisfaction targets and resolve all user queries within specified timelines
8. Scale our processes, services, and systems playbook
9. Recruit, mentor and develop customer service agents and nurture an
environment where they can excel through encouragement and empowerment
10. Report back to company leadership on key KPIs and benchmarks. Aid in the ongoing development and management of new KPIs

Requirements
1. High empathy & a mindset to not simply ‘manage’ customers but to delight them. We need a customer champion.
2. You know how to make simple moments impactful. “Delight is in the details” is your work mantra.
3. You're a natural teacher and communicator.
4. 3+ years of experience in customer service. Prior experience in managing customer support operations via chat in a fast-paced startup environment
5. Experience navigating and resolving customer escalations that you'd tell your grandkids about
6. Excellent communication skills with expert-level fluency in English.
7. Excellent knowledge of management methods and techniques.
8. A highly driven self-starter, with very strong ownership of their work
9. Awareness of the industry’s latest technology trends and applications
10. Ability to think strategically and to lead. Advanced troubleshooting and
multi-tasking skills

Our customer success team works with Enterprise customers spread across North America
(70%), Europe, Middle East and Rest of the world (30%).
They work as consultant business partners for our customers, driving high-growth for them;
while working closely to build and launch apps, drive installs, create and convert engaging
marketing campaigns, and draw insights from in-depth analytics. A large focus of the customer
success team is to scale the business and grow revenue for merchants via their mobile app built
on our platform.
What you will do:
● Create plans for the success of your customers while collaborating with
sales,engineering and product teams. You own,track and improve performance metrics
for customers along with revenue growth.
● You will be responsible for on-boarding and training new customers on the platform
● Act as a Strategic Consultant for your customers to develop a deep understanding of
their business goals and motivations
● Provide recommendations for campaigns, features, growth strategies and ensure a
seamless shopping experience for the merchant’s customers
● Coordinate with support & tech teams to resolve product issues
● Build a trustworthy relationship with customers to ensure retention & reduce churn. While
continuously working with them to derive value from the platform
● Prepare weekly/monthly business reports and assist customers with strategies to
improve business growth and track their month on month usage of the platform
● Partner closely with cross-functional teams to translate business needs and product
requirements into new solutions for customers
● Strategically manage account escalations & provide timely resolutions
● Help drive customer references and case studies
● Optimize existing business processes and work on customer success initiatives
What we are looking for:
● 2 to 12 years of proven experience in an Account Management/Customer Success or
Consulting role in a B2B SaaS or a tech company
● Experience in the ecommerce ecosystem is a huge plus along with an understanding of
the customer lifecycle
● Should be open to working in the US time zone (5pm IST to 2am IST)
● Can take ownership of the customer relationship post sales and give strategic solutions
to grow the account
● Strong interpersonal skills and experience in building relationships in different capacities
with a wide range of customers
● Experience or understanding of Digital Marketing/Growth to drive results
● Can work smoothly across engineering, sales, marketing and support teams in a fast
paced environment
● Customer centricity as a philosophy in all interactions
Benefits:
● Competitive Salary
● Flexible work hours. We value work-life balance
● Opportunity to work with some of the biggest Enterprise customer

PUC or graduation 
candidates should be fluent in speaking English And Hindi
Freshers or six months experience in customer support required  
Male or female candidates can apply 
immediate joiners only 

This is a 100% remote role (Forever Work from Hime)

Are you looking for a long-term and full-time remote role where you can work with US-based companies? Read on!

What is Wishup?
Wishup is India's leading remote employee platform helping US-based businesses in building highly efficient remote teams. Wishup was founded in 2015 by IITM & IIMA alumni and is backed by marquee investors like Orios Venture Partners, Inflection Point Ventures, Tracxn capital, and Mato Peric.

We are witnessing phenomenal month-on-month growth and stand at a cusp of a revolution in the remote workforce industry. This is your chance to be a part of the revolution - we are inviting applications to work with our US-based clients.

Job Profile:
- Prior experience as Technical Support be a great fit for this role
- The role is remote and full-time (not a freelancing assignment)
- The role would require working in the US time zone

What's in it for you?
- International exposure: You’ll get to interact and build relationships with the smartest global founders and CXOs working on cutting-edge ideas
- No hassle of US visa application; since it’s remote working
- Constant upskilling to maintain market relevance: We provide up to 4 weeks of training
during onboarding in all the latest industry tools and practices
- Stable full-time remote job in a company that has been fully remote for over 5 years: work
from home (or anywhere), forever!
- Scope of rapid growth based on bi-annual appraisals
- A healthy work-life balance

You're a great fit if you have:
- At least 2 years of full-time employment experience
- A stable career employment track record
- Impeccable written and spoken English
- An aptitude for mathematics and logic
- A solid experience in resolving work-conflict situations

• Reporting to the Customer Experience Manager
• Work from office: the role will be based in Bark’s offices in Bangalore
• The package will be a good base salary with excellent commission on top
• He/she will be responsible for the following aspects of customer success, including:
• Front-line B2B support for inbound calls & mails (ratio 80:20))
• Successful onboarding of professionals to buy their first pack, soft sales for elite/up-gradation
• Build sustainable relationships and trust with customer accounts through open and interactive communication

Requirements

• Well versed in English and Marathi (oral and written communication)
• Experience in sales or customer support domain will be appreciated
• Fresh graduate or less than 2 years of experience
• A go-getter attitude to get things done efficiently and resolve user queries in a single contact
• Excellent communication style and ability to stay calm under pressure

Desirable

• Knowledge of any CRM tools/customer success platforms and how they work (Zendesk is preferred)
• Comfortable to work for 40 hours/ week on a roster basis
• Knowledge of other languages will be an advantage

• Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction.
• Work with the internal delivery team to ensure delivery quality to exceed client's expectations.
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
• Develop, prepare, and nurture customers for testimonials, references and case studies.
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Work to identify and/or develop upsell opportunities.
• Ensure billing and collection of the assigned accounts is under control.
• Advocate customer needs/issues cross-departmentally.
• Manage account escalations.

• Proven ability to drive continuous value of solutions/products.
• Familiarity working with clients of all sizes.
• Impeccable written and verbal communication skills.
• Detail oriented and analytical.
• Strong team player but still a self-starter.
• Thrives in a multi-tasking environment and can adjust priorities quickly.

As a customer success manager, your goal will be to provide outstanding customer service to our clients by developing effective customer service procedures, implementing customer loyalty programs, and Improve customer experience and customer satisfaction (Customer Love metrics)

• Be the single point of contact for all your customers from the time they sign the contract.
• Establish a trusted relationship with them and help them succeed with QDC through product adoption and delivering the value promised.
• Understand the customer’s goals, org structure, key challenges, and define their success.
• Work with sales and onboarding team to plan and execute a seamless customer onboarding process, ensuring a smooth ‘go live’.
• Identify customer insights and pain points and help shape the product roadmap by providing active feedback to the product team.
• Proactively identifying and prioritizing resources and effort according to perceived risk, potential growth, strategic value, and renewal timeframe, making sure subscriptions are renewed timely.
• Monitor at-risk customer behavior and carry out activities to retain them.
• Own churn and expansion for all your accounts.
• Identify opportunities for portfolio growth and contact customers for upsells.
• Work towards turning customers into advocates of QDC.
• Collaborate with the Marketing team to build customer case studies, testimonials, and referrals. 

Within 1 month	You should have acquired a good knowledge of the laundry domain, QDC product, and process that we follow. You should have spent a day at the laundry store to get live hands-on experience. Have a one-one chat with every member of the Quick Dry Cleaning team so you get to know everyone well and understand each other. Start owning the renewal process with the help of peers.
Within 3 months	You should be able to manage the portfolio assigned with some dependencies on your peers. Should start working towards the identification of possible opportunities in terms of expansion of the accounts. Participate in conversations regarding process refining. Should be able to independently handle complex sets of queries related to the product. Track and hit key implementation milestones.
Within 6 months	You should be able to independently manage the portfolio assigned. Should be able to define the expansion targets for your portfolios. Should be able to add value to the overall process alignment owning some initiatives. Provide feedback to Marketing, Sales, Support, Success, and Engineering teams to further improve the product.
Within 12 months	Participate in interviewing and hiring, as a way to influence team growth and show QDC values and drive our culture. Deliver and present metrics related to success and show improvements.

• At least 2+ years of work experience in a customer-facing role such as Customer Success, Account Management and Sales, etc.
• Ability to understand a software product and its nuances very well.
• Excellent written and verbal business communication skills.
• Strong problem-solving skills, technical and analytical aptitude with the ability to quickly learn and adopt technical products.
• Ready to work during US hours - in future

Attitude	Skills
Empathy Positive Attitude Organized Process Driven Coachable Patience Metrics Driven	Ability to explain in uncomplicated/ simple language Attentive and Listening Skills Effective Negotiator  Creative Problem Solver Comfortable with huge data and analytics

Job Description: 1. Create an organisational infrastructure that allows the business to deliver a consistently excellent experience to all customers 2. Oversee all inbound and outbound communication channels (phone, email and social media) for quality check. 3. Measure and track Net Promoter Score and build a roadmap to improve it. 4. Interview potential customers who are dropping out of the application funnel, find key reasons for such dropout and reduce the dropout 5. Interpret the sources of friction, form customer insights and influence the customer experience across the entire company through Product, Marketing, Sales, Service, Legal, and Back-Office 6. Track Social media complaints and answer such queries 7. Lead Voice of the Customer (VOC) research programs that capture both transactional and strategic feedback and provide actionable operational input on a routine basis. 8. Demonstrate and foster a sense of urgency and entrepreneurial commitment towards delivering a WOW experience Desired Profile: 1. 5 years of relevant experience in Customer Experience Management 2. Strong communication and presentation skills 3. Ability to communicate with all levels of an organization comfortably 4. Prior experience of working with MSME segment would be a plus 5. Prior experience with fintech industry would be a plus

At Cashfree, we are building innovative solutions in payments and banking for Indian businesses. We are fast-growing, profitable and based out of Bangalore. Cashfree is backed by Y Combinator and other leading investors. Learn more about us at Cashfree.com We are looking for a Customer Support and Operations Lead. This is a get-your-hands-dirty role. You will be exposed to all the functions of the company except writing code. The role involves : - Attending to customer and support queries quickly over email, chat and telephone.- We need to provide quick, intelligent solutions to questions asked by businesses and their customers. In the process, we need to coordinate with multiple financial institutions and banks. Quick and correct communication makes us look good. - Talking to inbound leads. - Many queries will be about businesses looking to signup on Cashfree. We need to guide these folks from signing up to their first payment. - Onboarding new sign ups quickly - Since we are growing fast, we add many businesses every week. For every business, we need to verify the documents submitted and draft contracts. Also need to ensure all the services we are offering are working correctly and activated for a particular merchant. - Setting or improving processes for all of the above:- Can we do this faster, better or more accurately - These roles are currently being handled by the founders. The objective is to do a better job than the founders.We work on trust and mutual respect.