Job Summary:
We are seeking a highly skilled and experienced Customer Success Manager to build and lead our team of agents based in India. The Customer Success Manager will be responsible for building a high-performing team to ensure that our customers receive high-quality support for Monarch products over chat and phone. The primary goal of this role is to ensure high customer satisfaction and timely resolution of issues, while also empowering our customers to self-service their issues first.
Responsibilities:
- Staff and properly resource a 24/7 support organization that is available globally to meet Monarch customer needs.
- Set performance goals for the team and ensure that they are met or exceeded.
- Define and implement a scalable support model to accommodate growth and changing customer needs.
- Develop and maintain customer service procedures, policies, and standards to ensure consistency and quality of service.
- Continuously improve the support process, tools, and resources to ensure efficiency and effectiveness.
- Own the Key Performance Indicators (KPIs) for customer support and regularly report on performance against these metrics.
- Empower customers to self-service resolve their issues by providing them with the necessary resources and guidance.
- Train and coach agents on effective communication and problem-solving techniques to improve their performance.
- Build and maintain strong relationships with customers to ensure loyalty and retention.
- Collaborate with cross-functional teams, including Engineering, Product Management, Service, Delivery Operations, Manufacturing, and 3rd Party Dealers, to identify and resolve customer issues.
- Manage and maintain a positive and supportive team culture, encouraging collaboration and accountability.
Qualifications:
- Bachelor's degree in business, management, or a related field.
- Minimum of 5 years of experience in customer support or related fields.
- Experience building and managing a team of agents in a fast-paced environment.
- Excellent communication and interpersonal skills.
- Strong analytical skills with the ability to analyze data, identify trends, and develop insights.
- Proficient in using customer support tools such as Zendesk, Freshdesk, or similar.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Knowledge of Agriculture Products and Farming is a plus.
- Knowledge of the Monarch product line or similar technical field is a plus.
- Flexibility to work in different time zones.
Shubham Vishwakarma
Full Stack Developer - Averlon
About Monarch Tractors India
About
The Monarch Mission
"It is difficult to go green, when you are in the red."™
Monarch Tractor is a mission driven company that is committed to elevating farming practices to enable clean, efficient, and economically viable solutions for today’s farmers and the generations of farmers to come.
We are collaborative partners with a farmer first approach to innovation.
✔️100% Electric
✔️Driver Optional
✔️Data-Driven
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Industry: Lifesciences, Conferences
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Location: Andheri East, Mumbai
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Since 2016, the TT LifeSciences has been committed to delivering excellent educational events, conferences, and meetings to tightly targeted audiences in highly regulated industries.
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Company Website: https://www.ttgroupworldwide.com
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• Health coverage includes medical insurance.
• Opportunity to work globally across Berlin, Germany, the USA, and Europe.
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BR,
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Create and maintain positive client relationships to build
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Meet periodic targets for sales via referral leads
Conduct effective sales presentations for potential customers.
Maintain SLA protocols in day-to-day
functioning consistentlymeet the quality parameters such as avg talk time, working hours, evaluation score etc
Maintain high evaluation scores in the sales audits
Timely completion of daily tasks assigned
Ensure to call the clients at the allotted appointment slot.
iOS App Development
Objective C
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Highly skilled at sales and business operations, this person will join and inspire a team of like-minded go-getters to achieve our company vision.
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Flexible working hours
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Good in writing outbound sales emails
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- 2+ years experience as a problem solver
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Follow CutshortShubham Vishwakarma
Full Stack Developer - Averlon