Opportunity
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)
Responsibilities
- 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 value promised.
- Understand the customer’s goals, org structure, key challenges, and define their success.
- Work with sales and on-boarding team to plan and execute a seamless customer on-boarding 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.
What you can expect in the next 12 months
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Within 1 month |
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Within 3 months |
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Within 6 months |
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Within 12 months |
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What an ideal candidate looks like
- 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
What are we looking for?
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About Quick Dry Cleaning
We are on a mission to make Dry Cleaners and Laundry business winning in the digital era.
We believe in
- Helping traditional laundries to come at par with digital businesses: Traditional We help laundry businesses adapt modern technology and deliver the customer experience that today’s digital businesses like Swiggy, OLA and Flipkart are delivering. We feel successful when we hear stories like https://www.youtube.com/watch?v=EbB828K28zs&;feature=emb_title">these.
- Building a large profitable business: We envision building a capital-efficient, large profitable business to achieve our mission of making laundry business win. This means less dependence on investors & more ownership with the team. We are one of the few profitable Indian SaaS startups building value SaaS
- Employee Wellness <> Customer Success: We give as much importance to each team member’s personal & professional success as much as we care about our customer's success. We believe it’s all about balance.
Our impact so far
- 3 Billion garments processed through QDC Dry Cleaning Cloud
- 47 countries
- 1000+ Paid subscribers
- 5000+ Users
- All this could be achieved with a nimble team of 20 from our single office in Noida
Why join QDC?
- Freedom & Responsibility: If you are a person who wants to take up challenging work & push your boundaries with no one monitoring you, then this is the right place for you. There are no hierarchies. No managers to please.
- Holistic Growth: Building a career doesn’t have to be at the cost of missing out on your personal front. We believe that professional success is worth when the personal goals are nurtured with equal importance. We will support you all in on that journey of yours.
- Transparency: If you ever wanted to know what it’s like to be on an entrepreneurial journey, then working with QDC gives you that opportunity to experience it all first hand.
Great Environment: We spend more time of our day at work than at home while awake, so it is important that we feel comfortable at our workplace. Our office space is fun and the team is funnier. We never miss out on any opportunity to have fun. We don’t experience monday blues rather we have Monday excitement.
About Quick Dry Cleaning Software
About Quick Dry Cleaning
We are on a mission to make Dry Cleaners and Laundry business winning in the digital era.
We believe in
- Helping traditional laundries to come at par with digital businesses: Traditional We help laundry businesses adopt modern technology and deliver the customer experience that today’s digital businesses like Swiggy, OLA and Flipkart are delivering. We feel successful when we hear stories like https://www.youtube.com/watch?v=EbB828K28zs&;feature=emb_title">these.
- Building a large profitable business: We envision building a capital-efficient, large profitable business to achieve our mission of making laundry business win. This means less dependence on investors & more ownership with the team. We are one of the few profitable Indian SaaS startups building value SaaS
- Employee Wellness <> Customer Success: We give as much importance to each team member’s personal & professional success as much as we care about our customer's success. We believe it’s all about balance.
Our impact so far
- 3 Billion garments processed through QDC Dry Cleaning Cloud
- 47 countries
- 1000+ Paid subscribers
- 5000+ Users
- All this could be achieved with a nimble team of 20 from our single office in Noida
Why join QDC?
- Freedom & Responsibility: If you are a person who wants to take up challenging work & push your boundaries with no one monitoring you, then this is the right place for you. There are no hierarchies. No managers to please.
- Holistic Growth: Building a career doesn’t have to be at the cost of missing out on your personal front. We believe that professional success is worth it when the personal goals are nurtured with equal importance. We will support you all in on that journey of yours.
- Transparency: If you ever wanted to know what it’s like to be on an entrepreneurial journey, then working with QDC gives you that opportunity to experience it all first hand.
-
- Great Environment: We spend more time of our day at work than at home while awake, so it is important that we feel comfortable in our workplace. Our office space is fun and the team is funnier. We never miss out on any opportunity to have fun. We don’t experience Monday blues rather we have Monday excitement.
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Job Description
- Create and maintain relationships with Optmyzr customers.
- Be a consultant to existing customers and help them understand how Optmyzr can help them improve the performance of their digital marketing campaigns and increase efficiency within their teams.
- Help on-board trial customers and help them decide if Optmyzr is the right solution for them
- Create content for customer education, communication and marketing
- Be a champion for our customers and interface with the engineering team to build new features
Requirements
- Full professional proficiency in written and spoken English
- Ability to solve problems and work under pressure
- Smart and scrappy. Able to figure things out on your own
- Candidate must be located in Hyderabad or should be ready to relocate.
Job Perks
- Work with customers in 50+ countries
- Gain experience in the digital marketing space and learn from experts
- Great work environment. Everyone contributes to decisions, and there is no hierarchy.
- Awesome team. Work with intelligent and smart people, and be part of a team that cares.
About Optmyzr
Optmyzr is an award-winning, industry-leading platform for PPC automation and tools. It is used by advanced PPC teams at leading agencies and Fortune 500 companies across the globe. Optmyzr is recognized as one of the fastest-growing US companies and is listed on Inc 5000. Optmyzr has also been awarded the Best PPC Software at the US Search Awards multiple times including in 2020.
We are a small, closely knit team of people who’ve worked at Google, Microsoft, Amazon and Oracle. We work on algorithms to make online advertising more effective for advertisers. We work with large data sets, and process it all in real time.
Our team is split between California, Chile, India, and Denmark. This opening is for our office in Hyderabad, India.
● Maintain relationships with identified customers
● Revenue enablement by upsell, cross-sell, etc
● Be the company’s face for the customer
● Solve for pet’s needs
What we offer:
• Learning & Development: Work with veterinarians in a start-up environment with a steep
learning curve
• Ownership: Individually lead important charters with high impact potential
• Employee first culture: Putting employees above everything else. Be surrounded by positivity
and furry friends
• Perks & benefits: Salary matching market compensation.
GaragePlug, a SaaS Startup based out of Banglore, is an After-Sales Automotive Workshop Management Platform founded in 2017 by Automobile Industry experts. GaragePlug is presently trusted by hundreds of brands across 25+ countries and continues to expand across the world! We are now ready to take a long jump in 2022. To make this happen, We're looking for dynamic Customer Success/Support people to assist in various stages of the customer life cycle such as Onboarding, User Training, Support, Adoption, etc.
What Makes You The Right Fit :
- Engineering Degree
- 0-2 years experience in customer support or success roles.
- Ability to communicate with customers by email, chat, and phone.
- Excellent interpersonal, verbal, and written communication skills with the ability to take initiative and build strong relationships.
- Customer-focused attitude.
- Willingness to work in a Startup.
Your Primary Responsibilities :
- You will be the first point of contact for customers via email & chat primarily, over the phone if it is required.
- Onboard new customers and help them digitalise their workflows in our software.
- Conducting training sessions for Users to ensure the right understanding of the Product.
- Keeping a track of the Product adoption.
- Maintain a profitable relationship with the clients.
- Play a key role in sharing the voice of users with the rest of the team.
- Work with the product team to resolve issues, bugs, and feature requests reported by customers and to ensure that they are delivered and conveyed to customers.
- Work closely with the Quality Assurance team.
- Identify and report bugs & customer requests using JIRA.
-
Owner of the Self-Help knowledgebase of GaragePlug.
Performance Parameters
-
Renewals
- Upsell, Revenue generation
- Prevention of Churn
- Maintain NPS Score
- Support Response Time
Perks for you
- Work in fast globally growing Start Up
- Work with industry experts
- Opportunity for international travel
Location : Bangalore/Remote
Apply through this link
https://garageplug.freshteam.com/jobs/meTfdnSowtqy/customer-success-support" target="_blank">https://garageplug.freshteam.com/jobs/meTfdnSowtqy/customer-success-support
Customer Support Manager
Customer Service Manager - International Logistics
at US Based Retail-tech platform
Headquartered in San Francisco, CA our client is an online marketplace that offers high quality sustainable fashion at altogether low prices. It is a pioneer in the manufacturer to consumer (M2C) retail model where factories produce inventory on demand and ship directly to the customers, thereby eliminating environmental and financial wastages.
The company has raised $14.5 MM in seed funding and partners with over 30 manufacturers around the world and is founded by seasoned entrepreneurs and technology leaders who come from institutions like IIT Bombay and Stanford GSB.
As a Customer Service Manager - International Logistics, you will be responsible for ensuring a strong customer experience from order placement to final delivery.
What you will do:
- Hiring, training and managing a growing team of customer service representatives to create an unbeatable customer experience
- Achieving a 2 hour response time during business hours
- Conducting 1:1 feedback sessions with customer service representatives every 2 weeks
- Retaining star performers
- Managing out underperformers
- Managing all the logistics issues and maintaining the SLA
- Daily reporting on the performance of carrier
- Scheduling and managing shifts
- Managing training, invoices and materials for new hires
- Making recommendations on full-time offers post-training period
- Monitoring customer and internal customer question queue
- Answering customer emails a week to maintain a close understanding of customer issues
- Stepping in as full-time CS representative when needed
- Responding to escalations across the customer care team with availability at all hours
- Reporting weekly metrics to management
- Editing and create macros, tags and rules to improve data capture and response time
- Liaising with vendors and returns warehouse as needed
- Creating and executing communication plan during any issue affecting large sets of customers
- Identifying customer experience improvements, tech issues, vendor issues and prioritizing based on financial impact
Desired Candidate Profile
What you need to have:- BA/ BSc degree or relevant experience (e.g. Logistics industry or Apparel Industry)
- 3-5+ years of experience as Logistics CSS Manager
- A focus on execution, problem-solving, improving processes and brand enhancement
- High curiosity
- Openness to considering new perspectives
This Noida based startup is disrupting the F&B industry by helping eateries increase their profit margin and saving time on labour.
Our client is a software-as-a-service(SaaS) startup that connects restaurants and suppliers by digitising the procurement process. It enables eateries to understand purchasing trends, auto-create purchase orders, anticipate stock out dates, set low-stock alerts, among others. The team also provides training to restaurant members on effectively using the solution. Founded by IIT Kanpur graduates, this new age venture already has more than 1,500 outlets registered on its platform and has helped restaurants reduce their operational costs by 8-10%. It also generates monthly transactions worth $1.3 million.
As a Customer Success Manager, you will be acting as the point-of-contact for the client/ customer, managing clients’ accounts and thus helping in building client retention.
What you will do:
- Managing clients by working closely with them and understanding their business needs and challenges
- On-boarding new clients and also developing and maintaining healthy and professional relationships with current clients
- Maintaining high levels of customer engagement and customer satisfaction in turn leading to continued business from key accounts
- Educating and promoting the company’s services to the clients
- Acting as the point-of-contact for the clients and also mediating between the clients and the company
- Handling and solving escalations from clients, as and when received and making sure the client account is retained
- Renewing subscriptions on a timely-basis
- Compiling and presenting reports to the business by maintaining and managing relevant data
- Managing a team of customer success executives and leading them towards achieving the business goals
- Partnering and working closely with internal teams to meet the business needs of the customers
Candidate Profile:
What you need to have:
- Graduation is a must
- Relevant experience in customer success management and also experienced in handling a team
- B2B SaaS background
- Willingness to work 6-days a week
- Excellent communication and presentation skills
- An analytical mindset and also go-getter attitude
- Expertise in MS Suite
- Min experience of 2 years
JD -
Given our business model, where our customers pay us over time, Customer experience is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service. As such, we need a leader to own driving success for our customers. This role includes responsibilities for Customer experience, retention and Customer Success (e.g., onboarding, support, services, adoption, advocacy, retention, etc.)
- Drive Customer Experience Outcomes
- Define and Optimize Customer Lifecycle
- Manage Customer Experience Activities
- Measure the Effectiveness of Customer Experience processes
- Build a World-class Team
- Inspire Customer Success Across Company
Requirements -
- 1-4 years experience in leading customer-facing organizations
- Ability to manage influence through persuasion, negotiation, and consensus building
- Ideally combined background in E-commerce or Saas industries
- Strong empathy for customers AND passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Enthusiastic and creative personality with the ability to inspire others
- Excellent communication and presentation skills
1. To guide and counsel students and parents for Admission to Indian universities
and colleges.
2. Interacting with University delegates.
3. Manage Events. Help the students in the application, admission procedures, etc.
Participate in educational affairs. Research & Development Activities.
Key skills
1. Candidate should have exposure/knowledge about the education system.
2. Excellent communication & presentation skills.
3. Should have learning & positive attitude communication skills and problem-solving
quality.
Customer Success Team Lead | US Shift | Salesforce
at Screen Magic Mobile Media Pvt. Ltd.
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
Customer Success Manager
at Fitato Health Solutions Private Limited
