Shubham Vishwakarma
Full Stack Developer - Averlon
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Mandatory (Experience 1): Must have 6+ years of relevant experience in customer-facing Customer Success / Account Management / Implementation roles.
Mandatory (Experience 2): Must have 3+ years of hands-on experience supporting enterprise customers in North America and/or Europe
Mandatory (Experience 3): Must have owned end-to-end enterprise customer implementations, including discovery, onboarding, integrations, go-live, and stabilization.
Mandatory (Experience 4): Must have experience working with CXO / VP / Director-level stakeholders as primary points of contact (POCs) for enterprise accounts.
Mandatory (Experience 5): Must have managed enterprise accounts with ACV / ARR of at least USD 40K+, and owned commercial outcomes such as renewals, expansions, upsells, and retention (NRR).
Mandatory (Experience 6): Must have worked in B2B SaaS companies with complex technical products
Mandatory (Experience 7): Must have a conceptual understanding of SaaS architecture and APIs, with the ability to troubleshoot workflows and coordinate closely with engineering and product teams (hands-on coding not required).
Mandatory (Compensation): Candidate's Current CTC should not be less than 27 LPA.
The Smart Fellowship is an offline workplace simulation that scouts, assesses and trains smart talent on behalf of 100+ companies. Our focus is on finding talent who, along with their technical skills, also can apply in-demand workplace skills like critical thinking, creative problem solving, emotional intelligence, and GenAI tools.
Our Client has appointed us to identify and hire a Customer Success Specialist
Short description of company: This is a freemium learning platform that provides top 1% curated content, certified micro-skill courses, paid learning opportunities, placement support, and flexible learning options through WhatsApp.
Company’s Vision: To make learning accessible, affordable, and engaging for millions globally by transforming scattered internet content into goal-driven, AI-powered courses. Empowering learners to achieve career outcomes through cutting-edge, AI-driven education.
Meet your Manager: Our founders bring deep expertise in product development and ed-tech innovation. One is a TEDx speaker passionate about disrupting traditional learning, while the other focuses on scalable AI solutions, driving our mission to build an AI-first company that empowers learners to achieve meaningful career outcomes.
Location: WFO (Mumbai, Maharashtra)
Salary Range: INR 4 LPA to 6 LPA
The best part about this role:
- You’ll take ownership of the entire learner journey, making a tangible impact on student outcomes.
- As the voice of the brand, you’ll build meaningful relationships with learners and drive customer satisfaction, all while being part of a mission-driven team recognized as a Top 20 AI Startup by Google.
- If you’re selected, the company will also fully sponsor your participation in The Smart Fellowship - a 40-hour, simulation-based training that’s helped 50,000+ professionals build essential skills for career success - like creative problem-solving, workplace communication, critical thinking, and using GenAI tools at work.
You will be responsible for these Key Responsibility Areas (KRAs):
- Learner Journey Management: Own the entire user lifecycle, from onboarding to ongoing support, ensuring a seamless and rewarding learning experience that prioritizes seriousness and intent.
- Personalized Communication: Act as the voice of the company, engaging with learners through calls, chats, and emails, addressing their needs with empathy, clarity, and problem-solving skills.
- Performance Excellence: Meet and exceed key metrics, including user satisfaction, response times, and resolution rates, consistently raising the bar for service quality.
- Relationship Building: Go beyond basic support to build deep, meaningful relationships with learners, fostering long-term loyalty and brand advocacy.
- Career Success Support: Assist learners in achieving their career goals through personalized guidance, insights, and proactive support, becoming a trusted advisor in their professional journey.
Your Key Performance Indicators (KPIs):
- Learner satisfaction and retention rates.
- Response time and resolution rates for learner queries.
- NPS (Net Promoter Score) and positive learner feedback.
- Recommendation rates and repeat engagement metrics.
Who We’re Looking For:
- 1-2 years of experience in customer success, or a similar customer-facing role.
- Strong communication and interpersonal skills, with the ability to handle high-intent conversations.
- Proficiency in MS Excel and CRM tools.
- Detail-oriented mindset with a passion for helping others succeed and a proactive approach to problem-solving.
- A serious, solution-focused attitude with a commitment to delivering outstanding user experiences.
Company: MyOperator
Location: Noida Sector 2
About Us:
MyOperator is a leading provider in the customer experience space, dedicated to transforming how businesses interact with their customers. We are seeking a strategic and visionary Customer Success Team Manager to spearhead our customer success department and drive impactful, long-term relationships with our valued clients.
Role Overview:
As the Customer Success Team Manager, you will be the strategic leader responsible for overseeing the entire customer success department. Your primary goal will be to design and execute customer success strategies that align with our company's business objectives, ensuring exceptional customer satisfaction and retention. You will lead a high-performing team of customer success professionals, identify process gaps, and implement innovative solutions to enhance the customer journey.
Requirements
Key Responsibilities:
Strategic Development and Execution:
Develop and implement comprehensive customer success strategies that align with MyOperator's business goals.
Set clear customer success targets and KPIs, establish processes and policies, and monitor key metrics to drive team and customer success.
Design and roll out programs that enhance customer experience, boost revenue potential, and minimize churn.
Team Leadership and Management:
Lead, mentor, and manage a team of customer success professionals, setting performance goals and providing ongoing coaching and feedback.
Conduct performance reviews and implement development plans to ensure team effectiveness and professional growth.
Customer Satisfaction and Retention:
Drive initiatives to maximize customer satisfaction and loyalty through proactive engagement, issue resolution, and the development of customer loyalty programs.
Analyze customer feedback and data to identify trends and areas for improvement, ensuring the team effectively addresses customer needs and concerns.
Operational Excellence:
Identify and address process gaps, implementing scalable solutions to improve the customer experience and operational efficiency.
Utilize data-driven insights to track progress towards success goals and inform decision-making.
Cross-Departmental Collaboration:
Collaborate with Sales, Marketing, Product, and other departments to ensure alignment with the company’s overall strategy and enhance the customer journey.
Share customer insights and feedback to drive product improvements and refine marketing strategies.
Recruitment and Training:
Oversee the hiring process for customer success professionals, ensuring the team is equipped to meet revenue goals and customer expectations.
Develop and deliver training programs to enhance team skills and knowledge, ensuring high standards of customer support.
Requirements:
Experience: 4-9 years of experience in customer-facing roles, including customer service, technical support, or sales, with a proven track record of managing and leading teams.
Leadership: Demonstrated experience in leading teams, setting strategic goals, and driving performance metrics.
Technical Proficiency: Strong understanding of technical concepts and the ability to communicate them effectively to both team members and customers.
Communication Skills: Excellent verbal and written communication skills, with the ability to engage effectively with customers, team members, and stakeholders.
Analytical Skills: Proven ability to use data to drive decisions, optimize performance, and identify areas for improvement.
Strategic Thinking: Ability to develop and implement strategies that align with company goals and enhance customer success.
Why Join Us:
At MyOperator, you’ll be at the forefront of customer success innovation, leading a dynamic team and driving meaningful change. We offer a collaborative work environment, opportunities for professional growth, and a commitment to your career development.
Apply Now:
If you’re a strategic leader with a passion for customer success and a track record of achieving results, we’d love to hear from you. Apply today to join our team and make an impact at MyOperator!
They have partnered with major airlines and entertainment brands such as Disney Theatrical Group, Qantas, Iberia, Alaska, Malaysia Airlines, Vistara, IndiGo, Volaris, and others. Their platform offers innovative tools to drive revenue, operational efficiency, and digital shopping conversion.
Job Profile:
The Customer Success Manager will be a global evangelist for the platform and ensure all customers understand the value that the platform offers.
You will be the primary point of contact to ensure customers implement and derive maximum value from the platform.
Owning every aspect of the lifecycle of a customer ; working with them through implementation, launch, ongoing account support, and working with the Director of Customer Success to eventually grow the relationship.
Building strong relationships with our customers and influencing key decision-makers to adopt our best practices.
Understanding the specific goals of our individual customers, and how our platform can help them achieve those goals.
Collaborating with the engineering team to communicate the critical priorities of our customers, and to relay back appropriate timelines for completion.
Maintaining regular communications (usually weekly) with customers, providing them with success metrics, gathering feedback for product enhancements, and understanding any of their concerns.
Managing the majority of written and verbal communication with our customers, both when things are going well and when they aren't.
Performing detailed analysis to drive actionable insights for our customers.
Keeping track of potential risks with our individual customers, developing mitigation strategies, and taking ownership of the outcome.
Available to work at hours suitable to our customers in a broad range of time zones
Travel will be required. We estimate 1-2 weeks of international travel per month.
Requirements:
A demonstrated track record of success as a Customer Success Manager, ideally with an early-stage SaaS company working with a smaller group of clients and large deal sizes
Strong written and verbal skills, comfort navigating uncomfortable situations, exceptional "diplomacy" skills and emotional intelligence
An advanced level of Excel knowledge (experience in QuickSight, think-cell and SQL are a plus)
Familiarity with (or a strong interest in) the airline/travel / entertainment industries is desirable
English fluency, and fluency in Spanish and/or Portuguese not required but are a plus
Requirements:
- Retrieve Data from Databases
SSRS developers optimize SQL server queries to retrieve data efficiently and quickly. As
teams submit requests for different ways of doing things, SSRS developers work with them to find solutions that meet their needs.
- Design Data Solutions
To create and design best-practice data warehouse solutions that support business reporting tasks. This is achieved using different programs and software, such as Microsoft Excel, MS SQL Server, and Tableau.
- Create and Maintain Reporting Processes
To maintain a record of the different reporting processes in place. Evolve ways & means for a more effective data management.
- Resolve IT and Data Issues
- Provide Delivery Plans and Estimates for Projects
Desired Candidate Profile:
- The ideal candidate will have a strong mix of relationship management, strong analytical, business and technical skills.
- 6-10 years of overall delivery related (pre-sales, solutioning, delivery management or customer account management) experience preferably in the Cybersecurity/SaaS/hi-tech products.
- 2+ years experience in customer facing roles with customers in US/Europe/ME geographies.
- Ability to internalize the product offerings and can discuss solutions, benefits and trade-offs with the customers.
- Ability to build, maintain and leverage strong relationships with Business and Technology Decision Makers within each customer to influence solution adoption, create strong support for new opportunities and to secure their willingness to advocate on our products.
- Ability to multitask in a dynamic, fast paced environment
- Experienced at account management & growth through farming.
- Experienced at leading presentations and discussions with customer’s senior management teams
- Highly energetic, with a passion for helping customers achieve expected business outcomes
Qualifications:
- Bachelors degree from Top institutes. MBA preferred
- Excellent organization and project management capability
- Excellent communications skills, both in written and verbal communications, with the ability to deliver effective presentations, group facilitation and one-on-one consultation is a must
- Self started, self motivated, flexible and results driven
- Experience using CRM tools
Preferred knowledge/skills:
- Experience in Cybersecurity and understanding of network fundamentals. Good understanding of IT and Network Security fundamentals such as Firewalls, Proxies, and Web Security Gateways.
- Experience working/leading teams in customer success functions for SaaS products.
- Experience with Product Delivery Lifecycle
We at Zoop.one are looking for a technically savvy Customer Success executive who possesses a strong drive for results.
Duties for the Customer Success Executive will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests. You should be able to contribute to creating and maintaining good customer relationships and ensuring smooth onboarding.
Job Role:
Develop and manage client portfolios.
Sustain business growth and profitability by maximizing value.
Analyse customer data to improve customer experience.
Hold product demonstrations for customers.
Improve onboarding processes.
Mediate between clients and the organization.
Handle and resolve customer requests and complaints.
Minimize customer churn.
Aid in product design and product development.
Operate as the lead point of contact for all matters specific to our customers
Support and coordinate with the tech team to ensure seamless delivery to clients
What you’ll do:
Own the product knowledge base
Map customer journey and identify improvements at every stage
Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success
Develop a trusted advisor relationship with key customer stakeholders
Be the product champion, interpret customer insights to drive change in product and act as a voice of the customer to the Product team
Manage the Customer Success strategy for tracking and reporting on client health and reducing Customer Churn
Create and perform Monthly/Quarterly Business Reviews for ensuring customer retention and expansion - effectively delivering results to key stakeholders
Raise open issues with cross-functional teams and take ownership of resolving the issues in a timely manner
Constantly work towards providing innovative strategies for delivering customer delight
Engage with clients to understand the nuances of their work processes and the resulting needs and pain points.
Tools and Skills Required
Must Have:
Highly organized and able to multi-task.
Communication skills
Self-driven and proactive nature.
Excellent communication and interpersonal skills.
Experience in SAAS based product, CRM or ERP.
Knowledge of customer success processes.
Experience in document creation.
Patient and active listener.
Passion for service.
Have high proficiency in Microsoft Office (Excel, Word, PowerPoint)
Good to Have:
You should be passionate about engaging customers and expanding their use cases through our product
You have strong problem-solving skills and are great at finding creative solutions and workarounds when needed
You have good data analysis and data-driven decision-making skills
Strong project management skills
Experience:
3+ years proven track record in an enterprise account management role (Customer Success, Relationship Manager, etc.)
Strong Technical Background.
What’s attractive about us?
We offer a suite of memberships and subscriptions to spice up your lifestyle. We believe in practicing an ultimate work life balance and satisfaction. Working hard doesn’t mean clocking in extra hours, it means having a zeal to contribute the best of your talents. Our people culture helps us inculcate measures and benefits which help you feel confident and happy each day. Whether you’d like to skill up, go off the grid, attend your favourite events or be an epitome of fitness. We have you covered round and about.
- Health Memberships
- Sports Subscriptions
- Entertainment Subscriptions
- Key Conferences and Event Passes
- Learning Stipend
- Team Lunches and Parties
- Travel Reimbursements
- ESOPs
That’s what we think would bloom up your personal life, as a gesture for helping us with your talents.
Join us to be a part of our Exciting journey to Build one Digital Identity Platform!!!
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Full Stack Developer - Averlon