Customer Success and Operations Lead

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.

Qualification: Doesn’t matter. Skills and experience do.

Objectives of this Role

• Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
• Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings

Daily and Monthly Responsibilities

• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
• Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
• Collaborate, problem solve, and/or strategize upcoming client meetings with team members
• Prepare necessary documentation or visuals for client to demonstrate performance of campaigns; analyze trends in NPS scores to identify areas of improvement
• Work with the sales and marketing team to drill customer references and develop case studies

Requisites

• 0-3 years of experience in communications, marketing, sales, account management, or customer success
• Strong verbal and written communication, strategic planning, and project management skills
• Analytical and process-oriented mindset
• Comfortable working across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Readiness to travel to client location as and when required
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Work location:

Candidates must be based out of Mumbai. Work from office @ WeWork Malad.

Salary:

We highly value talent and experience. Competitive salary or better.

Job Description

This is a remote position.

About the Company:

Abmiro, a fast growing Software-as-a-Service(SaaS) based product company HQ in Pune, India is looking for senior tech roles for its product Postree. We have an onsite office in Ireland and we are growing aggressively and looking for talented people who want to make a real difference.

We are building a product that is going to be used by thousands of businesses and help them overcome their real world problems. We are taking you on an entrepreneurial journey with a vibrant team and a massive market opportunity. If this excites you, then this is an opportunity you should not miss.

Abmiro is currently seeking a friendly and highly skilled customer success executive to provide enterprise-level support to our vast international customer base. he/she must be able to provide support via phone, web, email, chat, and other channels as needed.

Excellence in customer service skills is a must. We are looking for a self-motivated person who is willing to take ownership of customer issues, complaints and queries reported and see those problems through to resolution.

If you love to explore CRM platforms and wish to have regular interaction and dialog with our customers across the globe, we are looking for you!

We are having our best year yet here in 2022 and looking for talented people who want to make a real difference.

Requirements

Responsibilities and Duties:

1. Manage growing support teams
2. Manage inbound calls, chats, ticketing system and emails.
3. Taking ownership of tickets, acknowledging them for confirmation to the customer.
4. Guide Customers with technical or non-technical problems
5. Strong computer skills needed to research, diagnose, troubleshoot, and identify solutions to customer issues
6. Exceptional customer service skills and excellent communication skills to provide prompt and accurate feedback to customers
7. Good written communication skills to ensure proper recording of all customer interactions and closure of all presented issues
8. Commitment to documenting knowledge in the form of knowledge base tech notes and articles
9. Act as a liaison between the delivery team, customers and vendors.
10. Proactively work on building process improvements to enhance the customer experience.

Technical Knowledge and Skills:

1. BE degree in Information Technology, Computer Science, BCA, BCS or similar
2. Work experience in technical support, IT support, or as a technical engineer is a plus
3. Aptitude for problem-solving
4. Excellent client-facing/customer service skills
5. Excellent written and verbal communication skills
6. Ability to focus and follow-through to the resolution of issues
7. Ability to diffuse tension and work the issue at hand

Basic knowledge of MySQL, Shell Scripts, etc is a plus

Benefits

What We Provide -

1.  Opportunity to improve & learn new things.
2.  Be part of a dynamic young and friendly team that strives for top quality and fantastic work culture
3.  Hell lot of stuff to innovate and learn at the same time
4.  Opportunities and guidance to learn new technologies, share knowledge and grow within the company and sector.
5.  Company benefits including Provident Funds, Insurance, personal growth opportunities, technology growth opportunities etc.

Location: Pune (Remote)

PS: We're a small team, and your impact is going to be huge!

About the role

In Loop, we work in super small teams, in very high velocity.

You will be part of such a team, and work day to day with all the team at Loop, plus the founders.

As a generalist, you can wear many hats, and will function across business units.

• Customer Success: You'll work directly with customers, and make sure that we are building what users want
• Sales: Speak with customers directly, in a pre-sale fashion. Maintain communications and optimise our CRM
• Must-haves: Engineering Background is a plus.

Must haves.

• Must have done this before, or be willing to learn fast.
• Must be fast. We operate at 200mph, and so do you. -Must be relentless. We never stop, so you are even faster than us. -Must have customer driven. We think customers first and so should you. -Must be driven and go above and beyond. -Must be able to explain and communicate clearly. -Must be prepared to challenge us and disagree. We are thinking and acting as a team. -Must be able to work autonomously. -Must want to work hard. -Last but not least, you are genuinely a nice person.

Big plus You are a founder before

Founders

The team is made of Staff engineers, Senior Managers with a combined 25+ years of experience in Google, Uber, Flipkart and ShareChat.

Sundar is an IITM CS Graduate. Previously, he built Traffic Models, Driver positioning algos that power ETAs for Uber, led teams that built the RecSys for Moj(Indian equivalent of TikTok with >100M users), and represented India in ACM ICPC World Finals.

Anand is a Bits Pilani CS Graduate. Previously he has worn hats including building the first supply chain management of Flipkart in 2012 and being in the first 100 eng, running a FinTech startup for 1.5 years, managing large teams eng at Uber and building the pickup experience for Uber.

Vinod is a Bits Pilani EE Graduate. Previously he was a senior manager at Google managing data science,analytics and operations functions for products across several verticals like assitant,search, trust.

ABOUT Loop AI:

LoopAI is a fast-growing early stage startup led by VCs, executives and repeat entrepreneurs who are building the US's first "Delivery Intelligence Platform" a smart operator to manage your 3P Delivery Business. Loop AI's platform provides instant visibility all the operational metrics and helps structure your finances, accounting using AI. LoopAI's customers are seeing 10X ROI from the engagements. We are working with some of the large brands in the US on track to manage 0.5$B payouts.

LoopAI has grown 3x month on month for the past 4 months, counting more than 5000 Locations by end of the year. Including 2 of the world's top-10 virtual brands, 2 of the top-10 CPA firms in the US.

We process a Million Orders every month and store TerraBytes of data to build our intelligence platform

SUMMARY :

LoopAI is looking for a talented Customer Success Manager with a focus on RESTAURANTS who will manage a book of customer business. The Customer Success team serves as subject matter experts, trusted advisors, and advocates to Loop's customers. You will drive the continued success of our customers while helping to build a world-class Customer Success function. You will engage with accounts managing customers' needs ensuring product adoption and revenue retention.

A successful candidate will be highly strategic, analytical, resourceful, customer-focused, team-oriented, and will have an ability to work under time constraints to meet deadlines. We are looking for someone with a proven track record of managing a diverse set of customers while helping to build customer success programs in a SaaS startup company.

If you are looking to grow your career in AI based products Loop is the exact location you are looking for

RESPONSIBILITIES :

- Own onboarding, nurturing, retention, up-selling and ongoing success for all customers

- Refine the customer journey, design listening points and define/refine the segmentation of customer base to ensure highly efficient alignment of resources

- Engage actively in client discussions to position the value of our solution

- Partner with cross functional teams to ensure customer feedback is incorporated into the product roadmap

REQUIREMENTS:

- Deep understanding of the Customer Success function

- Incredible precision, attention to detail, and organization skills

- 3+ years of customer success experience

- Demonstrated experience in presenting complex data in understandable ways to address customers business questions

- Demonstrated experience using analytical tools to measure performance, determine improvements and innovations, and make adjustments accordingly

- Entrepreneurial spirit, a self-starter, who is internally driven to make an impact on both the customer and a growth directed organization

- Experience working with cross-functional teams and projects

- Aptitude for being organized with flexibility to deliver results in a fast-paced environment

ADVANTAGES:

Proven ability to leverage business intelligence and analytics tools to perform analyses and measure the impacts of your initiatives on key metrics such as activation, adoption and retention.

Experience with Restaurants is required

WHY JOIN Loop AI?

Join a rocketship! We are pioneers of a new market that we are creating

- Take a central and critical role at Placer.ai

- Work with, and learn from, top-notch talent

- Competitive salary

- Excellent benefits

- Fully remote

The role will be part of our customer success team. You will work extensively on large datasets to identify and help remediate data risks for customers from diverse domains, and support them as a trusted security advisor. 

Responsibility 

• Analyse customer data on Concentric Platform, extract relevant insights to identify data risks, develop risk remediation strategies 
• Prepare and present data risk reports to customers. Handhold them for implementation of the risk remediation strategies 
• Develop, curate and maintain training datasets for AI models 
• Label large datasets for supervised learning of AI models 
• Serve as customer’s trusted data security advisor, providing subject matter expertise, strategic guidance to drive adoption of concentric platform aligned with customer objectives

• Strong experience on with data analytics. Proven ability to extract relevant insights from big volumes of data to solve specific problems. Eye for detecting trends, anomalies in data. 
• Experience in developing training datasets for AI models and data labelling for supervised learning of AI models. 
• Excellent attention to detail 
• Customer advisory experience preferably in data security domain 
• Experience on with Excel as data analysis and reporting tool is required. Knowledge of other tools like Python, Kibana, Jira, ppt will be a plus. 
• Broad knowledge of operationalizing data security, regulations and standards will be an advantage 
• Excellent communication skills across various formats and mediums. Strong presentation and facilitation skills
• Use creative problem-solving skills to help customers reach their business goals and maximize the value they are getting from Concentric platform
• Graduate/Post Graduate in Engineering discipline from premium institute 

• 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

• 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
  
  
  

• Track & effectively address queries with timeliness and accuracy.
• Answer incoming queries over phone and emails

• Resolve any customer complaints in a prompt and professional manner.
• Collaborate to ensure customer satisfaction.

• Should be able to work, manage & maintain the CRM software.
• Coordinate with internal managers for updating data
• Maintain complete and accurate customer correspondence data.