Customer Support executive

Location: Navi Mumbai

SALARY: 3-8 LPA

Buildesk is seeking a highly motivated and customer-centric Customer Success Manager to cultivate strong client relationships, drive revenue growth, and ensure exceptional customer satisfaction. The ideal candidate will be adept at understanding client needs, proficient in CRM and ERP systems, and possess a proven ability to foster customer retention and expansion.

Responsibilities:

• Client Relationship Management:Develop and maintain robust, trust-based relationships with Buildesk clients.
• Proactively understand client objectives and challenges to ensure alignment with Buildesk solutions.
• Software Proficiency & Training:Achieve mastery of CRM and ERP workflows to guide clients effectively.
• Provide comprehensive training to clients on Buildesk products and best practices.
• Revenue Growth & Account Management:Drive revenue through proactive outreach, including cold calling and consistent follow-up.
• Identify and pursue opportunities for upselling and cross-selling within existing accounts.
• Market & Product Insight:Conduct market research to understand client-specific CRM application needs.
• Articulate the value proposition of Buildesk products and recommend optimal solutions.
• Issue Resolution & Support:Efficiently address and resolve client inquiries, escalating complex issues as necessary.
• Serve as the primary point of contact for post-sales support, ensuring seamless onboarding and ongoing engagement.
• Proactive Engagement & Retention:Conduct regular client check-ins and provide proactive guidance to maximize product adoption.
• Implement and track engagement strategies to achieve target customer retention (80%) and renewal (70%) rates.
• Customer Health & Churn Mitigation:Monitor key customer health metrics within the CRM to identify and mitigate potential churn risks.
• Outbound Communication:Execute outbound calling and follow-up strategies to nurture leads and client relationships.

Requirements

• Proven experience in a Customer Success, Account Management, or related role, preferably within a software or technology company.
• Demonstrated ability to deliver effective product training and support software business models.
• Exceptional communication, interpersonal, and presentation skills, with the ability to serve as a liaison between clients and internal teams.
• A verifiable track record of increasing customer satisfaction, retention, and revenue through proactive engagement.
• Strong analytical and problem-solving skills, with the ability to address client issues promptly and effectively.
• Experience in monitoring customer health metrics and implementing strategies to minimize churn.
• Proficiency in CRM and ERP systems.

Role & Responsibilities

You will be working with the Rust compiler and will be responsible for compiling to alternate targets such as WebAssembly

You will be exposed with TDD for unit testing individual functions and integration testing for testing publicly exposed APIs

Working with a Git style workflow where every commit deploys to a stagingenvironment and merged pull requests deploy to production

Setting up CI/CD pipelines for testing and deployment (canary, staging) using Github actionsaccording to project needs

Developing software in Rust

Maintaining and improving existing rust codebases.

Job Description

About

It is a digital first, multi-brand consumer goods company owned and operated under one house, with each of its brands working together toward one mission: To help Indians lead more fulfilling life surrounded by wellness and grace. The founders, Revant and Dhyanesh have more than a decade of experience building, advising and investing in consumer brands. This has allowed them to understand the Indian consumer in a level of detail about their health, habits, and more. The business is creating a family of purposeful brands with products that solve a particular problem for a small segment of people. Each brand provides the essentials to make an individual segment of people lead a graceful life full of purpose and wellbeing. Each brand offers high quality, responsibly-made products that are inviting and easy to use, paired with access to ongoing guidance and support.

Position: New Product Development / Procurement Manager 

• Handle personal care product development with contract Manufacturers
• Procurement and Negotiation with Manufacturers and packaging vendors 
• Experience in Business development role for Contract Manufacturer is plus
• Min 3-4 years experience in personal care contract manufacturing
• Fit for startup hustle 

Responsibilities:

-Managing NPD process right from ideation, feasibility and capability to launch of new products.
- Creating networks and timelines, identifying critical path, anchoring task forces and managing key stakeholders to deliver project milestones
- Categorizing projects based on size of opportunity and business needs to simplify, standardize and accelerate product launches in market
- Managing contract manufacturers & P2P procurement

Requirement:

• Min 2-3 Year Experience. Preferably in the E-commerce domain. 
• Proficient with both MySQL and NoSql Databases (Elastic, Mongo)
• Strong hold on PHP and preferably good knowledge of Python
• Experience with JavaScript/JQuery
• Ability to do software design for a enterprise web application
• Working knowledge of a MVC front-end framework
• Proficient in HTTP protocol, REST APIs, JSON
• Ability to do database design and modeling
• Proficient in OOPS concepts and writing code using classes
• Ability to write modular and clean code

Role:

• Software Development of various product line 
• Creation web-services and optimization for existing and new feature rollouts
• Collaborate with Product Managers and design solutions 
• Develop very high sense of ownership, the zeal to build scalable applications
• Build customer facing technology product 
• Individual Contributor

• Own the creation of Sales funnel (Ideal candidate will have to source the websites, create a pool and then get them onboarded for our solution)
• Build and maintain relationships with existing/potential businesses and resolution professionals
• Cultivate strong business relationships with key decision-makers
• Proactively identify new opportunities and deliver innovative solutions to customers
• Develop market strategies by researching lists of high-potential prospects
• Responsible for designing, planning and executing digital communication programs that influence customer engagement across multiple channels and touchpoints throughout their lifecycle.
• Develop a comprehensive engagement strategy and implementation plan to drive activation of new, occasional and lapsed users
• Strategize and plan an “engage & delight” campaign calendar - leverage data, user insights, and an experimentation mindset to move users from various funnels
• Create content that resonates with our users and amplifies our brand, product and mission. They should be astute, compelling, on-brand, on-tone, channel-specific, and relevant to our core messages and target audiences. These can also include ad hoc campaigns such as surveys, etc
• Define and track KPIs and OKRs
• Optimize conversion funnel
• Constantly test (A/B test) and optimize communications to increase engagement KPIs
• Track and measure key performance metrics (e.g. open rate, click-through rate, usage, streaming, DAU, MAU) to improve the efficiency of campaigns
• Analyze campaign results, develop benchmarks, and create and share regular performance reports and presentations to aid decision-making by the leadership team

• Deep, proven experience developing lifecycle marketing programs / CRM / engagement marketing programs through email, push notifications, SMS, and/or in-app marketing.
• Demonstrated track record in developing and executing A/B tests, analyzing and translating data into business and consumer insights.
• Strong results orientation, proven record performing to aggressive growth targets.
• Strategic and analytical thinker
• Fluency in English & Presentation skills are a must
• Creative and empathetic thinker; you care deeply about our users and can build precise targeting as well as delightful, on-brand experiences.
• Strong interpersonal skills to collaborate effectively with cross-functional teams, specifically with product, engineering and brand marketing teams.
• Experience working with user research and consumer insights team to uncover user insights to shape our strategy.
• Strong oral and written communication skills; extreme attention to detail
• Must have prior work-from-home experience and is comfortable in the remote working setup
• Must be time-flexible and willing to extend hours as needed

Job Description

Primary Skills

• Server Side (Java) & AWS serverless framework.
• Must have hands-on experience on serverless framework.
• Design knowledge/experience of cloud-based web application. Familiarity with software design representation tools like astah, visio etc.
• Must have good experience on AWS (Overall knowledge, EC2 Volume, EC2 Security Group, EC2 AMI, Lambda, S3, AWSbackup, CloudWatch, CloudFormation, CloudTrail, IAM, SecretsManager, StepFunction, CostExplorer, KMS, VPC/Subnet)
• Understanding business requirements w.r.t UI/UX.
• Working experience on development/staging/production servers.
• Good testing and verification skills
• Knowledge on SSL certificates and encryption.
• Knowledge on Docker containerization.

Soft Skills

• Excellent interpersonal, oral and writing communication skills.
• Strong Analytical and Problem-solving skills.
• Should have skills to understand and analyzecustomers requirements and expectations.
• Must have experience in interaction with customer
• Work experiences with international cross-culture teams (Good to have)

Secondary SKills

• Scripting using Python
• Good to have knowledge of identity management
• UI/UX
• Knowledge of ReactJS/typescript/bootstrap
• Understanding business usecases w.r.t UI/UX
• Fixing issues wrt to integration on cloud(front end/back end/system/services APIs)