Establish Customer Support Practices
Customer Success Managers are responsible for creating policies and procedures that optimize the customer experience. Customer Success Managers may gather feedback from their customers, study other customer success programs, and analyze customer data to identify the best practices. The Customer Success Manager must establish policies the entire staff can adhere to so all customers receive the same quality of service.
Provide Technical and Product Support
Customer Success Managers must know the company’s products inside and out. They are often called upon to provide technical support to customers or to provide training on their products. They may even help customers plan and understand the best ways to utilize their software or products based on the customer’s business needs or business plans. The Customer Success Manager is not focused on making sales, rather on educating their customers on the flexibility and capabilities of their software so customers are encouraged to continue using their services.
About Habitate.io
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Roles & Responsibilities:
- Responsible for the implementation and support for Safetrax tool for large corporates and fleet partners
- Act as single point contact for all client queries.
- Serve as a primary point-of-contact for Client satisfaction and act as the liaison between the clients, sales and other functional groups.
- Managing the entire show of Account Management and supporting clients.
- Owning the long term as well as the short-term growth strategy of the account(s).
- Participate in internal planning activities to develop schedules and align resources for projects and support activities.
- Showcasing a consulting mindset by acting as a solution provider rather than an order taker.
- Find opportunities to bring in automation/orchestration in order to enhance client service experience.
- Respond to queries from potential and existing customers, communicate Safetrax's value proposition and negotiate deals successfully.
- Understand client needs and address within defined TAT
Knowledge & Experience:
- Bachelor's degree and demonstrated prior Account/Service Management experience.
- Information Technology experience
- Strong written and oral communication skills.
- Strong Microsoft Office skills (Excel, PowerPoint )
- Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment
- Understand technical risks and supportability parameters
- Strong decision-making skills.
- The ability to analyse, think innovatively, adapt and drive new best practices.
- The ability to farm the account through relationship management.
About us:
Burgundy Brand Collective is one of India's fastest-growing specialty retail companies with stores in 9 cities. The company partners with best-in-class international luxury brands to offer Indians a window to the finest food and lifestyle themes from across the world. Our brand portfolio includes Royce’ Chocolate- a premium Japanese confectionery brand, Onitsuka Tiger - a leading Japanese fashion and lifestyle brand, Provenance Gifts – a marketplace for curated gourmet gifts, Papabubble – an artistic, youth-oriented global candy brand and Ligne Roset – a luxury French contemporary furniture brand. The plan is to aggressively (yet astutely) scale out a portfolio of international brands pan-India.
Customer Experience Executive
Location: Santacruz, Mumbai
Job Description
• Respond promptly and professionally to customer inquiries received through email, social media and chat platforms
• Provide accurate information and support to customers, addressing their concerns and resolving any issues
• Maintain a high level of customer satisfaction by delivering exceptional service and exceeding customer expectations
• Ensure timely and effective follow-up on customer queries and escalations to ensure satisfactory resolution
• Maintain a thorough understanding of company products, services, policies, and procedures to provide accurate and up-to-date information to customers
• Collaborate with internal teams to resolve customer issues and improve overall customer experience
• Meet or exceed productivity and quality standards set for the role
• Maintain customer data and records accurately in the designated systems.
Qualifications & Requirements
• Graduate degree
• Candidate should have 2 - 5 years of experience in a similar role
• Strong written communication skills, including proper grammar, punctuation, and attention to detail
• Previous experience in customer service or a similar role is preferred
• Proficiency in typing with a high level of accuracy and speed
• Ability to multi-task and effectively manage time in a fast-paced environment
• Good problem-solving skills and the ability to think critically
• Excellent interpersonal skills with a customer-centric approach
• Proficiency in using computers and knowledge of email and chat platforms
Reporting Manager: COO
- Excellent verbal & written communication skills.
- Manage Email Process- Payment, Refunds, Cancellation etc.
- Responsible to provide timely & effective resolutions to customers through emails, chat, etc.
- Knowledge of payments and fintech would be plus
We are a team of Product Management and FinTech honchos & alumni of distinguished institutions (IIT/IIM/ICAI) and we are building something at the cutting edge of HR & FinTech Universe (Embedded Finance is the word)! We have most recently raised Series A funding from IndiaMart and BeeNext and looking to expand our team. We are building something that is unique, real, and Impactful. If you carry a similar passion, we'd love to hear from you!
Responsibilities:
- Act as a Techno-Functional Consultant and maximize adoption of our company.
- Assist & train Customers to implement their process and help them to resolve their support queries.
- Increase overall retention and do in-depth analysis to create up-sell/cross-sell opportunities.
- Eliminate risks proactively and share product feedback and experience with the Product team.
- Showcase newly released features and maximize consumption, share a road-map with customers and gather their feedback to improvise the product.
- Delivering and communicating ROI for our clients, throughout the customer lifecycle.
- Being the trusted partner for the customer on the use-case and product functionality.
- Customer onboarding, training, and support.
- Making customers aware of resources such as knowledgebase articles, tutorials, how-to videos, and webinars.
- Gathering customer feedback and sharing it internally to improve the product and/or establish better Customer Support practices.
- Analyzing customer data and helping them discover aspects of the product that are most beneficial to them.
- Carrying out periodic health checks to avoid churn.
- Firefighting during account escalations.
- Account management and renewals.
- Keeping customers updated on changes to the product they're using, new features, and new products they might find useful.
- Encouraging customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, and referrals.
- Upselling and cross-selling through review of customers' progress.
Requirements:
- Post Graduation (MBA).
- Experience of a growing company with a focus on personal growth.
About AiSensy:
We at AiSensy, are building end-to-end WhatsApp based Marketing Automation, CRM & Customer Support platform for Enterprises & growing SMBs. Helping brands like SkullCandy, NMIMS, Byjus, Rentomojo, etc.and are handling 5 million+ messages per month.
The ideal candidate will have impeccable relational skills.This candidate will be responsible for providing an excellent customer service experience and help customers achieve their desired goals.
Responsibilities:
- Develops customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.
- Ensures all customers are successfully using the product or service they’ve purchased from the company.
- Is often the first port of call for customers and is available to answer any inbound questions.
- Give customer the onboarding, gather feedback and notifying them about the new features
- Managing the Customer Success Team and driving higher NPS
Skills Required:
1 year of experience in Customer Success
We are looking for Customer Success Specialist (B.Tech graduates) to assist our customers with product inquiries in a swift, proficient and friendly manner. Should be instrumental in customer retention by addressing concerns and product issues.
Required Candidate profile
Interact with customers by email, live chat, or calls
Experience/ Knowledge in HTML/CSS, App integrations, Using API keys, Work flows / automations, Browser extensions
Roles and Responsibilities:
- 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.
Skills and Requirements:
- 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.