Customer Support

Job Role - Customer Success Manager - Growth

Location - Pune

 

Responsibilities:

• Ensure customer satisfaction by advising customers on configurations that may favourably impact performance.
• Advise product development of recurring issues.
• Provide post-sale technical support services to customers, including troubleshooting, problem resolution and training to customers.
• Handling Customer Plan renewal, Plans to pitch etc.
• Handling customer re-escalation, and smooth transitions between customers and organisation.

Requirements:

• Minimum 2 years experience as a Customer Success Manager, with a proven track record of handling customers, solving issues and executing projects.
• Good communication Skills.
• Ability to Analyse Data- Have an eye for surveys and customer research. 
• Need to be organised, to be able to organise thoughts and implement actions.
• Proactive Problem Solver
• Cheerful, Optimistic go-getter.
• Self-starter and a good team player.
• Eager to learn and execute the new processes for us.
• Communication should be excellent
• Ready to work in the US shift zone

 

About CrelioHealth:
CrelioHealth (formerly LiveHealth) is an IT product company in the Health care domain. We are an almost decade-old IT product organisation.
We are a flourishing, Open & Flexi culture organisation with a young team.
We are a group of young enthusiasts passionate about building the best line of products in healthcare diagnostics. Our product is LIMS & CRM used for Pathology Labs & Hospitals.

Our Product -

1. CrelioHealth LIMS - Web-based LIMS (Laboratory Information Management System) and RIS (Radiology Information System) solution for automating your processes & managing the business better
2. CrelioHealth CRM- Patient booking and engagement tool to take patient experience to the next level.
3. CrelioHealth Inventory - Online platform to manage your lab inventory, stock, and purchases

Org link -  https://creliohealth.in/

We are voted as #14 rank in G2’s List of Best Software Sellers for 2021.CrelioHealth (formerly LiveHealth) is a cloud-based LIS and RIS solution that enables Laboratory staff, doctors, and patients to access and manage medical information using the same platform easily.

Find out more at  https://creliohealth.com/  or get updates on  https://blog.creliohealth.in  CrelioHealth for Diagnostics

Blog - CrelioHealth for Diagnostics

Primary roles and responsibilities -

• Manage multiple interconnected projects, ensuring program goals are reached
• Develop and manage scope of the projects, deadlines and activities for projects and be accountable for delivering against established business goals/objectives
• Strategize and implement key program initiatives that adhere to organizational objectives
• Identify key resource requirements from cross-functional teams and external vendors
• Assume responsibility for the program’s people and vendors
• Build and execute projects that cut across various aspects of Business
• Work cross functionally to help influence change in getting ideas executed
• Build and lead communication plan and develop a reinforcement strategy across the organization
• Manage all aspects of the implementation including the human and cultural elements, and reinforcing collaboration
• Lead and direct different cross-functional programs and projects of varied sizes and types
• Measure project performance using appropriate systems, tools and techniques-
• Create and maintain comprehensive project documentation-
• Help people to design and model solutions for innovation .
• Coordinate all cross-functional activities, collaborate with leaders in varied areas on planning and execution
• Provide the skill and structure required to identify problems and improvement opportunities

 

 

• Experienced with MS office - Excel, Word and PPT
• Solid organizational skills including attention to detail and multi-tasking skills
• Should understand the product development process - to enable projects to be converted into Products
• Excellent client-facing and internal communication skills, written and verbal

Skills: 

∙ Excellent communication and analytical Skills 

∙ Strong leadership and management skills 

∙ Must have excellent interpersonal skills 

∙ Excellent written and verbal communication 

∙ Active listening and Problem solving skills 

∙ Ability to multitask, prioritize, and manage time effectively 

 Roles and Responsibilities: 

∙ A professional approach in answering calls and provide information  about products and services, taking input of issues and their  redressal thereof 

∙ Keep records of customer interactions, process customer accounts  and file documents 

∙ Proficiently communicating with customers electronically and taking  follow up of the procedures. 

∙ Handling customer queries regarding various products ∙ Identify and assess customer needs to achieve satisfaction ∙ Exhibiting patience in order to resolve queries in a timely manner ∙ Escalate unresolved issues to the appropriate internal teams ∙ Document knowledge in the form of solution article 

∙ Respond to customer queries in a timely and accurate way, via  phone, email or chat 

∙ Patience when handling tough cases. 

∙ Take a deep dive into product key features and have keen  insight/knowledge about the product.

We are looking for Customer Success Specialist (B.Tech graduates) to assist our customers with product inquiries in a swift, proficient and friendly manner. Should be instrumental in customer retention by addressing concerns and product issues.

Required Candidate profile

Interact with customers by email, live chat, or calls
Experience/ Knowledge in HTML/CSS, App integrations, Using API keys, Work flows / automations, Browser extensions

• Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction.
• Work with the internal delivery team to ensure delivery quality to exceed client's expectations.
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
• Develop, prepare, and nurture customers for testimonials, references and case studies.
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Work to identify and/or develop upsell opportunities.
• Ensure billing and collection of the assigned accounts is under control.
• Advocate customer needs/issues cross-departmentally.
• Manage account escalations.

• Proven ability to drive continuous value of solutions/products.
• Familiarity working with clients of all sizes.
• Impeccable written and verbal communication skills.
• Detail oriented and analytical.
• Strong team player but still a self-starter.
• Thrives in a multi-tasking environment and can adjust priorities quickly.

Customer Support Role - Bangalore (India timings: 7-8 AM to 5 PM) We're looking for a technical support engineer to support our customers during India hours (India timings: 7-8 AM to 5 PM) with an experience of 1+ years. We're seeking a passionate and highly driven professional with prior experience of working in a software company - Prepefrable B2B. This role is ideal for someone who is consultative by nature and passionate about customer happiness. Responsibilities 1) Provide high-quality technical support over email and chat primarily to our customers across the Globe 2) Help our customers in all stages of usage of our product - during the trial, setup/configuration, and after-sales support 3) Making sure all customer issues that need resolution by the engineering team are followed through and resolved in a timely manner. 4) Keeping our Help/FAQ sections up to date. 5) Work with our engineering team to help them understand customer problems, reproduce them and fix them. 6) Work with our product team and contribute towards driving our product roadmap with real-world customer requirements Requirements 1) Very Strong written and verbal presentation/communication skills (MOST ESSENTIAL) 1) You must be great at understanding and be analyzing problems 2) You must have at least 1-year experience with customer support for a business/enterprise tool 3) You must be willing to work in the provided timings IST 7-8 AM - 5 AM) 4) You should have excellent spoken and written English communication skills 5) You should be a good writer, with the ability to help non-technical people understand technical aspects of our product. You should also be able to maintain our Help/FAQ. 6) An engineering/technical degree would be considered a strong advantage Apply with Your resume Your current CTC and expected CTC.

The candidate should have: - worked in Finance company - implemented / Supervised Credit screening, Customer service, Repayment application - supervised a team of 50+ people - worked on ISO certification - ability to manage costs - drive unit cost down - manage vendors - process risk management

Roles and Responsibilities : Handling end to end leasing cycle. Studying the market and identifying the best location for next coworking space launch. Talking to landlords and brokers for shortlisting locations on the basis of requirement Visiting the shortlisted locations and finalising the location on the basis of criterias decided by the management Arranging meeting with the landlord and negotiating on the deal Finalising the deal and contractual paper work Co-ordinating with the execution team for smooth launch of project Handling end to end enterprise sales cycle Finding enterprise clients with requirement of over 100 seats Pitching the best possible solution according to client requirement Arranging visits and building the deal according to availability and client requirement Negotiating with the client and finalising the deal Completing the contractual paper-work Completing On-boarding formalities Up-selling new locations to the existing members Building sales strategies, templates, processes and automating the sales procedure. Outbound targeting and reaching out to prospective clients Building a good broker network for accelerated sale conversions Other business development activities that bring business to the organisation