IT Manager

About HighLevel: 

HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. With a focus on streamlining marketing efforts and providing comprehensive solutions, HighLevel helps businesses of all sizes achieve their marketing goals. We currently have 1000+ employees across 15 countries, working remotely as well as in our headquarters, which is located in Dallas, Texas. Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and encourage a healthy work-life balance for our employees wherever they call home.

Our Website - https://www.gohighlevel.com/

YouTube Channel-https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g

Blog Post - https://blog.gohighlevel.com/general-atlantic-joins-highlevel/

Our Customers:

HighLevel serves a diverse customer base, including over 60K agencies & entrepreneurs and 450K million businesses globally. Our customers range from small and medium-sized businesses to enterprises, spanning various industries and sectors.

Scale at HighLevel:

We work at scale; our infrastructure handles around 3 Billion+ API hits & 2 Billion+ message events monthly and over 25M views of customer pages daily. We also handle over 80 Terabytes of data across 5 Databases.

About the Role:

The Manager of Customer Success is responsible for leading and inspiring the Customer Success team. The Manager of Customer Success is the key champion for ensuring HighLevel customers’ end-to-end lifecycle experience is exceptional. The goal is to maximize customer lifetime value through retention and own the “voice of customer” as part of HighLevel’s overall customers for life vision. The manager of Customer Success will be focused on ensuring the highest levels of customer success and end-user adoption as measured by retention, renewals and CLTV, and advocacy of HighLevel’s product and services. The Manager of Customer Success is a central role raising the voice of customer to a roar within HighLevel utilizing internal “HealDesk"; processes and communications 

Requirements:

• Associate / Bachelor's degree or equivalent experience
• 4+ Years in management
• SaaS software experience
• Several years running technical customer-facing teams.
• Experience in managing a team of over 20+
• Project management skills
• People manager at heart, you love mentoring, leading and contributing to the professional development of those around you
• Strong collaboration, time-management, influencing and prioritization skills are critical to the success of this role
• The ability to build and maintain relationships internally with team and with customers
• Excellent listening, presentation and communication skills at all levels
• The ability to partner with customers and team members in developing their strategic direction
• The candidate is technically savvy and has an interest in leveraging data, analytics and automation to drive demonstrable customer and team success
• Strong customer facing communication skills
• Demonstrated data driven approach to problem solving
• Must be a go-getter and not afraid to ask questions
• Must have basic computer and excel skills
• Fluent in English.
• Demonstrated verbal and written communication skills.

Responsibilities:

• Influence others, lead, coach and empower, through motivation and encouragement, to accomplish team goals and foster a positive team culture.
• Accomplishes customer success human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Help to develop a proactive approach to customer success by defining customer churn risk criteria
• Develop and lead proactive out-reach programs that drive greater adoption of new features and optimization of current customer implementations
• Facilitate industry-leading “voice of the customer” processes including feedback channels and continuous improvement methods to enhance customer experience.
• Drive business improvements based on customer feedback
• Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement
• Devise a customer contact methodology to monitor and improve renewal/retention rates
• Interpret data that translates into action to improve the team.
• Can include managing or engagement with enterprise accounts
• Ensure execution of customer journey touchpoints, including onboarding, business reviews, retention, upsells and other opportunities
• Coach team on customer success best practices and training
• Provide continuous knowledge growth opportunities for Highlevel features and products
• Collaborate with cross-functional teams to ensure visibility and alignment
• Work with Product to prioritize customer features and requests
• Managing customer complaints, CSAT results and relationships to assure customers satisfaction.
• Facilitate proper delegation to team members in the proper roles.
• Building SOPs, Playbooks and KPIs for Team and Department and report on KPI achievement
• Build out a road map for successful implementations and ongoing support of this process and product engagement for team
• Serve as an escalation point for critical recruiting issue resolution
• Serve as an escalation point for at risk customers to promote product and resources that will help them be successful
• Collaborate with product team by providing status updates and customer feedback
• Leverage analytics to review automations and internal processes are successful and continue adapting strategies for your Customer success team to use with customers
• Continued optimization of current process and future ideals

Job Summary:

We are seeking a highly skilled and experienced Customer Success Manager to build and lead our team of agents based in India. The Customer Success Manager will be responsible for building a high-performing team to ensure that our customers receive high-quality support for Monarch products over chat and phone. The primary goal of this role is to ensure high customer satisfaction and timely resolution of issues, while also empowering our customers to self-service their issues first.

Responsibilities:

• Staff and properly resource a 24/7 support organization that is available globally to meet Monarch customer needs.
• Set performance goals for the team and ensure that they are met or exceeded.
• Define and implement a scalable support model to accommodate growth and changing customer needs.
• Develop and maintain customer service procedures, policies, and standards to ensure consistency and quality of service.
• Continuously improve the support process, tools, and resources to ensure efficiency and effectiveness.
• Own the Key Performance Indicators (KPIs) for customer support and regularly report on performance against these metrics.
• Empower customers to self-service resolve their issues by providing them with the necessary resources and guidance.
• Train and coach agents on effective communication and problem-solving techniques to improve their performance.
• Build and maintain strong relationships with customers to ensure loyalty and retention.
• Collaborate with cross-functional teams, including Engineering, Product Management, Service, Delivery Operations, Manufacturing, and 3rd Party Dealers, to identify and resolve customer issues.
• Manage and maintain a positive and supportive team culture, encouraging collaboration and accountability.

Qualifications:

• Bachelor's degree in business, management, or a related field.
• Minimum of 5 years of experience in customer support or related fields.
• Experience building and managing a team of agents in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Strong analytical skills with the ability to analyze data, identify trends, and develop insights.
• Proficient in using customer support tools such as Zendesk, Freshdesk, or similar.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Knowledge of Agriculture Products and Farming is a plus.
• Knowledge of the Monarch product line or similar technical field is a plus.
• Flexibility to work in different time zones.

Hello,

Greetings for the day !!!

Tridat Technologies is hiring "Customer Success Associate" for one of the Bangalore based Data Science Product Company !!!

Position: Customer Success Associate

Why Work with Us:

· Get an opportunity to contribute to an exciting, forward-thinking and fast-moving Start-Up.

· Shape-Up your career by working with young and supportive teams and peers!

· Innovation and Creativity is all that matters!

· Experience and understand the various aspects of the video marketing industry.

· Friendly Policies, good competitive salaries, team outings and what not!

Job Description:

• We’re looking for extremely proactive people with a learning and adaptive attitude, who possess a distinctive ability to initiate and hold conversations with our customers/clients.
• This role is a part of our Customer Success Team which is focused on providing the best product experience to the organisation customers.
• You will be responsible for supporting users via email, chat & phone to help them resolve any issues they encounter with our platform.
•  

Job Responsibilities:

· Having a proactive customer support approach

· Testing product features as assigned

· Build & strengthen customer relationships

· Manage incoming chats, emails and handle appropriate follow-up calls and emails

· Address, resolve, and record any customer issues that arise pertaining to business growth, billing, and general account satisfaction

· Demonstrate the value of the platform to our customers every day by providing amazing customer support

· Maintain existing customer success metrics and data as directed

Job Requirements:

· Excellence at Googling stuff and spoken English

· Ability to meet deadlines and decent depth of thought process

· Capable of operating without much supervision while still producing results

· Not being camera shy and great presentation skills

· Motivation to pursue customer success as a career

· Understanding the basics of customer support such as treating customers with respect, empathy, and understanding

· Technical understanding and ability to troubleshoot and resolve technical problems

Experience: 2+ years

We are currently looking for highly skilled and established Key account manager/ Customer Success Specialists, for a deep IP technology platform company.

Responsibilities

Develop new business through existing accounts by understanding the customer's business, identify and explore commercial opportunities with the accounts.

Build an incremental sales pipeline for financial services solutions.

Be a thought leader in the rapidly evolving and disruptive space of BFSI.

Regularly liaising with existing clients to identify new business opportunities.

Prepare plans, encompassing sales and pricing activities, to maximize opportunities and value for both parties.

Remain knowledgeable of market and industry trends, competitors, and leading customer strategies.

Understand and clearly articulate CRMNEXT value proposition.

For this role you must have:

Experience in handling large enterprise accounts in domestic and international geographies

Experience of selling enterprise business applications to large banks

Experience in deepening client engagements and developing uncontested market space.

Critical thinking and strong decision-making abilities

Experience in devising Strategic Plans to expand sales and sales forecasting

Solution oriented and problem-solving skills Experience of proposal preparation, contract discussion and negotiation

You will have a dual role of a technology and business expert and help make decisions that will impact the business.

Excellent verbal and written communication skills

Prior experience of Customer facing role.

Good experience into CRM Sales/ Business development.

Strong expertise and passion for the banking and financial services vertical.

Qualifications

BE/BTech/ MSc IT/ MCA - With 60% throughout the academics.

Who you are:

We are looking for experienced / energetic Demo Jockey (s) who can represent the 500apps brand well and engage our prospective customers in partnership with the sales team in meaningful ways for customers as well as 500apps.. Ideal candidates will share our passion to learn and master the apps to make customers appreciate 500apps in their situation / context. The successful candidate will be business savvy, detail oriented and be able to build effective demo’s to suit a prospective customer's use case. She / he would have had relevant experience in a SaaS / Product based company.

What you will be doing (responsibilities):

1. Work as part of the Sales POD in a matrixed environment to close deals.

2. Pull together effective demo’s using necessary apps for desired outcomes.

3. Keep an eye on the Sales pipeline and build / customize demo’s as needed prior to client meetings in partnership with the sales team.

4. Gather feedback from Customers post demonstration and provide the same to the Product team for potential enhancements / tweaks to fit into the customer's environment.

5. Be available / flex for demo’s as per shift / region assigned.

6. Build and maintain a repository of ready to use Demo’s for most frequent use cases.

7. Create and submit necessary reports.

8. Be the product champion / evangelist for 500apps.com

9. Stay on top of updates in current apps and new apps being launched - explore new app combinations for enhanced results.

Skills, Qualifications, Requirements:

• Clear and articulate communicator in English language to be able to effectively engage International customers.
• Ability to learn and apply apps in a stand alone fashion as well as in combination with other apps to deliver enhanced results for Customer use cases.
• Ideal candidate has a broad understanding of industries, domains, functions and disciplines to be able to effectively and quickly apply the apps in appropriate scenarios.
• You will ideally have a combination of both Product (Computer Sciences) and Business education and experience.
• At least 3 years of relevant experience as Demo Specialist or Onboarding Specialist in a B2B setting.
• Should be able to work effectively in a Matrixed environment - working closely with Sales and Customer Success Teams.

• Ability to learn and adapt fast.

About the Organization

Real Estate Syndicators leverage SyndicationPro to manage billions in real estate assets and thousands of investors. Growing at 17% MoM,  SyndicationPro is #1 Platform To Automate Real Estate Fund Raising, Investor Relations, & Close More Deals!

What makes SyndicationPro unique is that it is cash flow positive while maintaining a healthy growth rate and is backed by seasoned investors and real estate magnates. We are also a FirstPrinciples.io Venture Studio Company, giving us the product engineering, growth, and operational backbone in India to scale our team. 

Our story has been covered by Bloomberg Business, Yahoo Finance, and several other renowned news outlets. 

Why this Role

We are scaling our Customer Support & Success organization and you will have the opportunity to see how the systems and processes are built for an SaaS company that is rapidly scaling. Our Customer Support & Success Team is led by expierened SaaS Operators who can provide you the guidance and mentorship to growth quickly. You will also have the oppurtunity for faster than normal promotion cycles. 

Roles and Responsibilities

• Work on Migrating sensitive customer data from a third-party investment platform or Excel to SyndicationPro with minimal supervision.
• Understand the client’s needs and set up the SyndicationPro platform to meet customer expectations.
• Analyze customer expectations and data to share an expected completion time.
• To manage multiple migrations at the same time to ensure migrations are completed within the stipulated time.
• Work closely with internal and customer-facing teams to deep dive on a customer migration request and workflow using our systems to ensure nothing falls to the bottom of the to-do list
• Reviewing data for deficiencies or errors, correcting any incompatibilities, and checking the output.
• Keep current on product releases and updates

Desired candidate profile:

• Proven data entry or Migration work experience will be an asset
• Experience with MS Office and data programs
• Attention to detail
• Confidentiality
• Organization skills, with an ability to stay focused on assigned tasks

Expectations from the candidate:

• 0-2 years of experience. Prior experience in SAAS environments will be an added advantage
• Resolve processing migration problems working with the technical team
• Pay attention to detail to maintain Data accuracy 
• Self Motivated and willing to excel in strict /short deadline
• Have the ability to multitask as needed and time management skills
• Must be comfortable working during night shifts.
•  

What you’ll do

Roles and Responsibilities

• Manage large amounts of incoming phone calls, Identify and assess customers needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods.
• Meet customer service team call handling quotas.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Follow communication procedures, guidelines and policies.

Qualifying Criteria

• 6 Months to 1 Year of Past experience in customer success roles in international BPOs.
• Fluent in English.
• Strong phone handling skills.
• Ability to multitask.
• Prioritise and Manage time effectively.
• Academics - Minimum Graduate
• Age - 20 to 25 years 

About UniAcco

UniAcco is an initiative by Adventum Offshore. UniAcco is a global student accommodation platform for students actively looking to study and stay in the UK.  We are a cross-border platform and one-stop solution where students can compare, consult, and choose their accommodation from several verified properties, simply and securely. By providing concierge services to premium customers to ensure them the best hassle-free experience abroad.