Customer Operational Account Management:
The Customer Success Manager (CSM) will focus on establishing and maintaining positive client relationships from an operational and strategic perspective. The incumbent will utilize client relationship management skills to maintain and renew existing contracts, as well as to obtain additional revenue within the assigned account workload.
Take ownership of customers’ operational needs and steward throughout the organization as required.
Identifying and recommending resolutions to all Customers’ issues enabling the Customer to place 100% of Customer business on the Company’s products and Services.
On-going support for advanced or escalated questions/issues/problems.
Continuously seek opportunities to increase customer satisfaction and deepen client relationships, revenue, profitability, and loyalty.
Act as a product expert and assist clients in achieving maximum ROI through consultation, training, and analysis for the Company’s customers including but not limited to: Being a Subject Matter Expert on assigned products and services. Post-training assessment review and recommendations. Communication of all system enhancements. Prepare clients for upcoming releases and ensure they are current on available functionality and how it can meet their needs. Adherence to Internal and Industry Risk and Compliance rules and responsibilities. Responsible for assuring the Company’s compliance with its obligations under the Partner Agreement and the Service Level Agreement as it relates to his/her customers. Maintain an understanding of the market and industry dynamics, including applicable regulations.
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- 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
Technical Customer Support
- Ability to work in team environment
- Familiarity with customer service software (CRM,ticketing systems) for chat and call process.
- Ability to work flexible hours ,including evenings and weekends.
- Earlier experience into chat and call support process.(Technical support experience)
- Customer oriented approach and ability to adapt different situations
- Hands on experience on MS office suite.
- Ability to multitask and problem solving skills
- 0-2 years of experience
- Excellent communications skills written and verbal.
Responsible for :
- Respond to customer queries via chat or phone in a timely and professional manner.
- Proactively responding on tickets or issues.
- Resolve customer queries or issues with required solutions
- Coordinate with internal teams for query resolution.
- Provide required information about products and services offered by Provakil.
- Update customer information and issue details in ticketing platform
- Analysing the challenges faced by clients and passing the details to technical team.
- Should be aware of product feature updates.
- Flexible in working shifts
Requirement:
- Respond to customer queries or technical issues via email in a timely and professional manner.
- Resolve customer complaints or issues by providing appropriate solution or alternatives.
- Should have knowledge of API integration, cloud based tool.
- Interact with cross team to get the issues resolved.
- Hands on experience on CRM or any ticketing system.
- Should be able to lead meetings and training sessions.
- Worked in customer facing environment.
- Troubleshoot technical issues at level 1 and level 2 .
- Handled customer escalations and worked on escalation matrix
- Provide weekly status on ticket received and resolved
Additionally,
Excellent communication verbal and written.
Handled enterprise client issues in previous experience.
Bachelor’s degree in CS or IT or related field.
Customer Success Executive Responsibilities:
- Visit & Manage client site.
- Sustain business growth and profitability by maximizing value.
- Provide assistance for using our product properly.
- Hold product demonstrations for customers.
- Verify whether the process is functioning properly.
- Handle and resolve customer requests and complaints.
- Minimize customer churn.
Customer Success Executive Requirements:
- Communications or marketing degree.
- Highly organized and able to multi-task.
- 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.
Why work for Flowace?
- Opportunity to grow the product 100x as the product is of world-class standards
- Freedom and flexibility to be a real leader, to ideate and implement strategies in real-time, without wasting time waiting for approvals
- Very healthy work environment and work-life balance
- Extremely collaborative and helpful team members to work with
- Employee engagement programs such as Fun Fridays, Wellness, and Community Building
- 5 days of hungry hustling and 2 days of absolute rejuvenation every week
- Once the DNA of Flowace goes into the blood, it will serve the candidate very well for his/her entire career and life, irrespective of how long he/she works at Flowace
Company Website - https://flowace.in/" target="_blank">https://flowace.in/
What you will do:
- Improving business processes across customer service and operations functions
- Working in partnership with business stakeholders providing process excellence expertise to identify and shape opportunities that drive improved customer experience
- Working closely with business to embed continuous improvement as a culture and support the delivery of outcomes in conjunction with project implementation stakeholders
- Increasing process transparency to identify process optimization opportunities with lean/Six sigma methodologies and tools
- Being a voice for our customer experience team by identifying escalatory queries, operational inefficiency, providing customer insights and collaborating with cross-functional teams to provide solutions for those customers
- Collaborating with other departments to resolve complicated issues and issues which require special attention
- Analysing customer care / operations team data and statistics to obtain results useful in taking key business decisions
- Contributing to the development of industry-leading processes and best practices for delivering customer excellence
Desired Candidate Profile
What you need to have:- MBA/ PGDM from Tier 1 college
- Certifications in Six Sigma/ PMP/ ITIL will be an added advantage
- Focus on quality and excellent problem solving and conflict resolution skills
- Knowledge in OKR, Agile Tools: Jira, CRM (Zoho, OneDirect etc.), Power BI
- Exceptional communication and presentation skills
- Minimum 5 years of experience in Process/ Business Excellence and process automation across BFSI/ Fintech domain
- Experience in streamlining and automation of inbound and outbound communication channels
- Experience in leading a process excellence function with a team of passionate individuals to deliver measurable results
Responsibilities
- Educating customers about our business solutions.
- Presenting product to prospective clients.
- Negotiate agreements and keep records of sales and data.
- Closing customer contracts and generating new sales.
- Using automation tools to track progress and report goals.
- Analyzing consumer needs and developing innovative solutions.
- Remain in regular contact with your clients to understand and meet their needs.
Qualifications
- Strong interpersonal skills. Must be able to negotiate and problem-solve.
- Knowledge of current marketing and advertising trends and best practices.
- Strong leadership and decision-making skills.
- Demonstrable business acumen and a deep understanding of business sales processes.
- Proven experience as an Account Executive, or similar sales/customer service role
- Knowledge of market research, sales and negotiating principles
- Excellent communication/presentation skills and ability to build relationships
- Organizational and time-management skills
- Enthusiastic and passionate
- 2+ years experience
Why should you join us?
We at Fieldproxy provide more than just a startup experience. Some of the perks you will be getting include:
- Competitive Salary
- Company-paid Health Insurance
- Friendly and supportive work culture
- Other perks such as free snacks and an informal dress code
Skills:- Customer Relationship Management (CRM), Account Management, Key account management and Sales
Roles & Responsibilities
-
Be part of the customer success team and own a process in user onboarding journey
-
Own the Revenue Operations end-to-end for our Customers; helping out Customers from post-sales to program onboarding.
-
Ensure good customer experience and execute a feedback loop to improve the related processes
-
Understand Crio’s product offerings and customer acquisition process
-
Organize and manage work and report progress with CRM/Spreadsheets
Skills/Expectations
-
Good communication skills in English and Hindi (optional)
-
1+ years exp of customer handling roles preferred
-
Motivation and drive to learn and grow in career
-
Problem solving skills to handle work scenarios, take decisions and manage the work in a time effective manner
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 for our most in-demand position of Online Business Manager.
Job Profile:
- An Online Business Manager at Wishup is a remote full-time employee that works for and
is trained by Wishup, and is deployed to engage with one or more US-based clients.
- 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
Roles & Responsibilities:
As an Online Business Manager, you will work closely with one or more clients on either one or all of the following tasks:
- Ecommerce Assistance (Amazon Seller/Shopify)
- Project Management
- Advanced Excel and MIS Reporting
- CRM and Lead Management
- Online Research
- Lead Generation
- Executive Assistance (Itinerary Planning, Calendar Management, Inbox Management, etc.)
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
- High-speed internet connection
- Laptop with an integrated camera and a pair of headphones
- Distraction-free workspace with zero external interference
- Ability to work with US time zones
- Mon-Fri, 6:30 p.m. - 3:30 a.m. IST
- Mon-Fri, 9:30 p.m. - 6:30 a.m. IST
https://www.glassdoor.co.in/Reviews/Wishup-Reviews-E1511572.htm?filter.iso3Language=eNg" target="_blank">https://www.glassdoor.co.in/
Social Media Links:
LinkedIn - https://www.linkedin.com/company/wishup-services/" target="_blank">https://www.linkedin.com/
Facebook - https://www.facebook.com/wishupnow/" target="_blank">https://www.facebook.com/
Twitter - https://twitter.com/wishupnow" target="_blank">https://twitter.com/wishupnow
Instagram - https://www.instagram.com/wishupnow/" target="_blank">https://www.instagram.com/
https://www.youtube.com/watch?v=6Uolgas0Uj4" target="_blank">https://www.youtube.com/watch?
https://www.youtube.com/watch?v=qHPMod_jzmA" target="_blank">https://www.youtube.com/watch?
1.The nature of the job is explaining the customer about the product.
2. If you found customer intrested on product you have to transfer the call to t he seniors.
3. Outbound Calling for data collection.
4.Who are interested in Voice Process are preferable .Salary is negotiable for excellent
candidates.
5. Only Night shifts.
With our industry leading sales performance platform fueled by data science and predictive insights, Aviso empowers enterprises to accelerate their sales, optimize their sales performance and exceed their revenue goals. With a proven track record of building high growth and highly successful technology companies, our team is completely focused on solving complex sales challenges and ensuring customer success.
We have a lot of drive, smarts, and a ton of passion for what we do. The Customer Success Program/implementation Manager role is responsible for the ultimate success of Aviso’s enterprise customers from start-to-finish.
Reporting to the VP of Customer Success, you will be working to ensure that customers are delighted with Aviso solutions. The ideal candidate can understand our customers, their needs, their business processes, and their challenges, and is capable of guiding them through the process to implement and adopt Aviso.
This is the job for you if...
- You’re fanatical about customer success and tenacious at driving long-term customer value.
- You have impressive verbal and written communication skills
- You have strong interpersonal skills with an ability to excel in a team oriented atmosphere
- You have tremendous work ethic with a passion for results
- You have an exceptional level of drive and dedication coupled with a positive attitude
- You have the ability to understand customer requirements and identify business challenges for Aviso to solve
This is what you’ll do...
- Act as a primary point of contact for our enterprise customers and the operational aspects of the projects
- Lead regular status meetings with project team, customers, sponsors, and stakeholders
- Have a strong focus on overall customer success and delivering successful customer outcomes
- Scope out project engagements and formalize this scope in a Statement of Work
- Monitor and manage project financials, scope, and schedule to ensure that project stay on track for assigned customer projects
- Create documentation to meet customers new ways of working and facilitate change management and training initiatives
- Assist in development of methodology and possessing the ability to assess risks in process, people or technology to adjust project plans and address accordingly
- Design and lead implementations leveraging an in depth knowledge of Aviso implementation best practices, Aviso API architecture and Aviso integration capabilities
- Identify and develop new opportunities for expansion across the customer’s business and collaborate with the sales team to ensure subscription growth and increased solution footprint.
What we’re really looking for...
- Proven track record of managing programs, projects, deadlines, and scope in SaaS
- Ability to work with the sales team on scoping and sizing for new project proposals and post-sales for existing customers
- Ability to work with the marketing and sales team in assisting with pre-sales activities e.g. demos, best practice sharing
- Exemplary and proactive communication skills (verbal and written)
- Ability to build and maintain lasting customer relationships
- Continuously seeking new ways to improve existing project management processes to strengthen the Aviso delivery methodology
- Ability to work in a fast-paced environment
- Experience with Project Management tools and methodologies
- Strong collaboration and relationship management skills
- Tech oriented and understands market trends, particularly with enterprise software
- Understanding of sales processes and hands on familiarity with salesforce.com
- Demonstrated leadership abilities to lead business discussions with customers, gather requirements and architect the value of our solution and the best practices to implement it
- Experience at Big Five consulting firm as a senior consultant or manager highly desirable
- Bachelors of Science in Computer Science or in Business preferred
- 5+ years of experience in implementation of business applications, including in a Change Management role,with preferably 1 year in a startup.
If you are interested in being a part of something extraordinary, take pride in initiating meaningful relationships with and delighting customers, and like working alongside smart and ambitious people, then this is the role for you.