Customer Success Manager

• Older job skills are becoming irrelevant. There is a constant need to upgrade.
• The value of work matters more than the number of years of experience a person has.
• The education system is still failing to prepare people for the real professional world.
• You can work on anything from anywhere for whatever time.
•  

• Figure our their career interests paths
• Learn the skills
• Share learnings
• Find people for mentorship, side projects, freelancing etc
• Get opportunities to apply their skills at a place that fits their needs

1. Research customers’ business and prepare thoughtful questions and insights in advance of customer meetings. 

1. Work with the product team to help improve the platform.
2. Work with the sales team to increase the renewal rate.
3. Work with the marketing team to execute customer centric campaigns.

1. Tactical and fundamental understanding of subscription models and sales.
2. 2 to 3 years of customer facing experience preferably in SaaS.
3. Needs to possess maturity, be a patient listener and a good communicator to be successful in this role.
4. Ability to write/speak clearly and logically in response to customer problems and coming up with articulate solutions.
5. Needs to have a good sales acumen.
6. Logical thinking with a product-first mindset.

• Working with a few, but only with the highest quality team members who want to become the very best in their fields.
• Having a flat organizational structure with a merit-first, no-politics environment
• Partnering with our employees to achieve their career goals and helping them grow professionally, financially and holistically.

Job Title: Customer Success Executive

Location: Gurgaon

Job Description :

A Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

Duties and Responsibilities :

1. Understanding the customer's needs to help them exploit the Product Better.
2. Onboarding and execution of Client
3. Establish Customer Support Practices
4. Upselling
5. Maintaining Client Delight
6. Assisting in Technical and Product Support
7. Supervise Employees
8. Taking Initiatives

Skills :

1. Good interpersonal skills
2. Good emotional intelligence
3. Proactive and willing to improve on processes
4. Strong leaders
5. Highly organized
6. Shave experience in directing others
7. Strong communicator both orally and in writing
8. Hardworking
9. Flexible

Core Technical skills :

1. Proficient in Microsoft Office Suite specifically Excel and PowerPoint
2. Knowledge of customer service practices
3. Technical aptitude and ability to learn software programs
4. Bachelor's/pg degree in Engineering from a reputed college
5. Minimum 2 years of experience in Customer Success Management

The icing on the Cake Skills :

1. Knowledge of technologies such as IT networking, internet technologies, web servers, and XML
2. Experience with Customer Relationship Management (CRM) software such as Salesforce, Totango, etc.

About FieldAssist :

Founded in 2014, FieldAssist is a new-age SaaS company with its headquarters in Gurgaon and an employee strength of 75+. Over the past 6 years, we have helped FMCG industries in digitizing their sales and distribution processes. We are creating a paradigm shift in the way field sales work with our all-in-one salesforce automation application. We have a trusted clientele of 350+ brands across India including Bisleri, Jockey, Everest Spices & Tata Salt.

We imbibe the culture of integrity, trust, empathy, collaboration, and freedom to take risks. If growth and innovation are on your mind, FA is the right place for you.

Get to know more about us at https://www.fieldassist.in/

Job purpose : To proactively drive product adoption and user engagement initiatives for our key customers, we are looking for an enthusiastic, passionate, highly organised and user focused Customer Success Associate who can take up the responsibility of developing, implementing, assessing and improving user onboarding and user engagement initiatives.

Education and relevant experience :

1. Bachelor’s degree or equivalent.
2. 1 to 2 years of experience in customer success role
3. Experience of working in Publishing / EdTech industry preferred

Skills: (must have)

● Excellent spoken and written English skills
● Excellent listening, negotiation and communication skills
● Excellent organization and presentation skills
● Excellent telephone etiquette and willingness to engage with customers and users in person, by phone or digitally
● Good documentation and analytical skills, with the ability to translate data into insights
● Knowledge of Microsoft office suite and Google suite

Additional Skills: (nice to have)

● Experience using Customer Success tools or Platforms
● Proficiency in regional Indian languages or foreign languages (e.g., Spanish, French, Mandarin or Japanese)

PRINCIPAL ACCOUNTABILITIES -
Key accountability of CSA will be to develop and implement Customer Success Strategy for product adoption and user engagement.

A brief description:

● Build customer trust by gaining product and industry knowledge and understanding their requirements
● Develop and Implement Customer Success Strategy by:
✓ Segmenting and understanding User behaviours, needs and product interactions
✓ Listing all potential ways our product offerings can help customers/users succeed
✓ Defining and achieving overall objectives and KPIs for customer success
✓ Creating surveys, review requests, and contact forms for feedback
✓ Determining how do we reach out to customers/users depending on their preferred methods of communication
● Drive product adoption and usage through the customer/user lifecycle.
● Perform regular customer health check by recording changes in product usage and help improve product adoption, identify gaps in User Engagement and create relevant material or training programs
● Represent voice of the customer and provide feedback to sales, support and product teams
● Identify opportunities for customers to act as advocates (e.g., testimonials, case studies)

At ONN, we believe in "doing stuff never done before" and provide opportunities for professionals to become successful risk-taking entrepreneurs. With an attitude of fearless innovation, our employees are enabled to take charge of future business opportunities and leadership roles.

You will be a thought leader and the go to person for the staff and drive engagement & affiliation. Move and inspire people with innovative ideas; help turn ideas into reality, and set values, thought and culture to replicate excellence in each field.

The Interesting Challenge :

- Creating value through innovation and reinventing service delivery benchmarks.

- Ensuring "Customer first" always in all the situations.

- Ensure that service is fully operational and processes are running smoothly.

What you'll offer us :

- Ability to monitor, manage escalations, and provide resolutions with a sense of urgency while ensuring zero issue-based churns.

- Advocate and manage user relationships and engagement

What you will need :

- The individual should be a go-getter, self-starter, articulate, and detail-oriented, with an ability to engage with stakeholders across all levels - both internal and external.

- Exposure/experience with Auto dealerships will be an added advantage

- Excellent interpersonal, verbal, and written communication skills with a proven ability to take initiative and build strong productive relationships

- A proven track record of simultaneously managing multiple projects. Motivated and driven to take on additional responsibilities with a sense of urgency.

What you need to have:

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

Roles and Responsibilities • Build a strong working relationship with partners and customers to support the success of the supply chain. • Cultivate multi-level customer relationships and identify key decision makers to uncover specific needs. • Understand competitor strategies, capabilities and pricing • Understand their business strengths, weaknesses, capabilities and future opportunities • Actual estimating, negotiating and analyzing procurement for projects successfully • Analyze the vendor targets and manage the container database • Coordinate and participate in customer meetings with decision makers • Develop comprehensive pricing strategies • Provide excellent Customer Service to ensure customer issues are resolved • Accountable for collaboration between the internal and external stakeholders to ensure first class service delivery is provided to all relevant customers and partners Skills for trade • 1-3 years hands-on work experience in logistics company • Strong Analytical & Negotiation skills • Ability to work effectively & efficiently in a team environment • Build, maintain and develop good relationships with internal and external contacts. • Must be a highly organised individual with excellent interpersonal skills and the ability to network and form relationships on behalf of the company • Ability to do multi-task, set priorities, organize work and implement the action plan accordingly

The purpose of this job is to manage the CRM for the business. Build client relationships, deal with customer queries, confirm customer orders, convert repeat orders. The person will be liasing with the accounts team and COO directly. We are looking for someone to also help provide efficiency in the system. Key Responsibilities: a) Answer calls professionally to provide information about products and services, take/ cancel orders, or obtain details of complaints. b) Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. c) Process orders, forms and applications.Follow up to ensure that appropriate actions were taken on customers' requests. d) Refer unresolved customer grievances or special requests to designated departments for further investigation e) Maintain Customer Database and data management f) Ensure operational assistance by supervising order packaging g) Dealing with third-party platforms to ensure stock levels are maintained h) Manage whatsapp queries and process orders i) Daily, Weekly and Monthly Reporting Required Qualifications Education Qualifications: Basic – Class XII School Leaving Certificate and secretarial diploma. Preferred – a graduate degree in any discipline or diploma in business studies Experience: • Minimum of 1-2 years work experience in a customer service role • Highly competent in Microsoft Office i.e., Word, Excel • Typing speed and accuracy ie. typing minimum 60-70 wpm • Previous customer care experience • Able to use emails and whatsapp and communicate • Ability to communicate in Hindi and English