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Welcome to Growing Stars Consulting, where your professional journey meets limitless possibilities. Unleash your potential with tailored services that elevate your career, offering opportunities to earn, work, and play in vibrant global destinations. As a premier IT, Non-IT, and BPO Services firm rooted in India, our headquarters in Aligarh spearhead a vision to be a world-class staffing services provider. At Growing Stars Consulting, we are driven by India Recruitment professionals dedicated to managing clients and shaping careers with a global touch.
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Role Description
This is a full-time on-site role for a Process Associate at Growing Stars Consulting in Jaipur. The Process Associate will be responsible for tasks related to analytical processes, customer service, communication, finance, and business process outsourcing (BPO).
Qualifications
- Analytical Skills, Finance, and Business Process Outsourcing (BPO) skills
- Customer Service and Communication skills
- Strong attention to detail and problem-solving abilities
- Ability to work efficiently in a team environment
- Experience in process improvement is a plus
- Bachelor's degree in Business Administration or related field
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!
Sales Intern Responsibilities:
- Working closely with the manager or assigned staff member, and completing all allocated tasks.
- Conducting desktop research, or gathering information through surveys or by speaking to clients and staff.
- Attending and participating in meetings, workshops, events, and exhibitions.
- Liaising with clients, vendors, and suppliers on behalf of the company's managers.
- Updating documents and sales records.
- Reviewing sales performance against sales targets.
- Observing and carrying out sales processes.
- Identifying potential weaknesses and offering improvement suggestions.
- Assisting managers with negotiations.
- Keeping a log of everything learned and delivering presentations to staff and other stakeholders.
Sales Intern Requirements:
- High school diploma or similar.
- Degree in marketing, business or similar may be required.
- Driver's license may be required.
- Strong self-motivation.
- Ability to work alone or as part of a team.
- Proficiency in a foreign language would be advantageous.
- Ability to cope with rejection.
- Ability to remain calm in fast-paced environments.
- Superb interpersonal skills.
- A professional appearance.
About Voiceoc
Voiceoc is a Delhi based Startup that is established with an aim to help healthcare companies globally offer unprecedented & personalized experience to their patients by bringing their services on WhatsApp using our very own Hybrid Intelligent System (HIS), which is a contextual combination of artificial & human intelligence.
Today, Voiceoc is trusted by leading healthcare companies of India & GCC including Max Healthcare, SRL, Aster Healthcare etc. and prominent investors of India & USA.
Responsibilities Include (but not limited to):
We are looking for a candidate who has 2-3 years of experience working in a B2B SAAS company as a ‘Client Success Associate’. The responsibilities include:
- Act as a Techno-Functional Consultant and maximize adoption of Voiceoc
- Assist & train Clients to use the system to its full extent and help them to resolve their support queries
- Increase overall retention and do in-depth analysis to create up-sell/cross-sell opportunities
- Gathering Client feedback and sharing it internally to improve the product and/or establish better Support practices
- Analyzing Client data and helping them discover aspects of the product that are most beneficial to them
- Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
- Carrying out periodic health checks to avoid churn
- Keeping Clients updated on new features, and new products they might find useful
- Encouraging Client advocacy through feedback, external reviews, case studies, testimonials, and referrals
- Upselling and cross-selling through review of Clients’ progress
What will you do?
●Improve customer service experience, create engaged customers, and facilitate organic growth
●Take ownership of customers’ issues and follow problems through to resolution
●Develop service procedures, policies, and standards
●Keep accurate records and document customer service actions, and discussions
●Analyze statistics and compile accurate reports
●Build, and mentor the customer service team, and nurture an environment where they can excel through encouragement and empowerment
●Keep ahead of the industry’s developments and apply best practices to areas of improvement
●Adhere to and manage the approved budget
●Maintain an orderly workflow according to priorities
You should apply if, you have
●Verbal and written proficiency in English and Vietnamese
●1-2 years of proven working experience in customer-facing roles
●Excellent knowledge of management methods and techniques
●Working knowledge of customer service software, databases, and tools
●Awareness of the industry’s latest technology trends and applications
About Hamleys:
Hamleys is not just a Toy Store but an entire Toy experience. Currently there are more 125 stores in India and we are present in more than 20 countries. 365 days of play is the brand philosophy of Hamleys. At Hamleys we believe in giving our customers an Instore experience that helps him build memories for lifetime.
Job Title: Fun Consultant
Grade: A1
Role:
- Warmly welcome and approach each customer – customer’s inclination to shop starts right from the first step & eye contact.
- Believes and lives the attitude of “Sheer customer delight” – go beyond
- To efficiently adhere to all “company procedures and policies.”
- To work with the team to achieve award winning “customer service.”
Key Responsibilities:
- Contribute to achieve store KPIs.
- Utilize the knowledge of trends and guide each customer on “what suits better” – in line with the customer needs, individuality and product range.
- Believes and lives the attitude of “Sheer customer delight” – go beyond
Desired Skills & Abilities
- Superior understanding of Indian retailing and global trends.
- Good communication and interpersonal skills - understand customer needs
- Good at relationship building - conversion to sales
- Ability to follow brand and store guidelines
- Good operations experience – receiving stock, inventory keeping, cash handling etc.
BhaiFi is seeking a Female Customer Success Associate who will focus on establishing and maintaining positive client relationships from an operational and strategic perspective. The person will utilize client relationship management skills to maintain and renew existing contracts, as well as to obtain additional revenue within the assigned account workload.
Responsibilities and Duties
- Provide world-class client support by working with clients to establish critical goals.
- Take ownership of the customer’s operational needs and steward throughout the organization as required.
- Analyze customer data to improve customer experience.
- Hold product demonstrations for customers.
- Responsible for customer onboarding processes.
- Evaluate and improve tutorials and other communication infrastructure.
- Mediate between clients and the organization.
- Handle and resolve customer requests and complaints.
- Minimize customer churn.
- Continuously seek opportunities to increase customer satisfaction and deepen client relationships, revenue, profitability, and loyalty
- Ensure CSATs and NPS scores are maintained Assisting Sales Team
- Highly organized and able to multi-task.
- Self-driven and proactive nature.
- Excellent communication and interpersonal skills.
- Patient and active listener.
- Passion for service.
Qualifications and Skills
- High computer literacy and ability to learn new software.
- Knowledge of Technology and Software Solutions.
- Bachelor’s degree or equivalent education in Computer Engineering preferred.
- Job experience of 6 months to 2 years would be preferred.
- People from the Gurgaon location would be preferred.
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
Almost a decade old, it is a venture committed to bring together a varied range of traditional crafts and techniques of dyeing, weaving, printing and hand embroidery. The founders have dedicated their life to promote Indian Block Prints and provide employment and Hand-Embroidery training to women so that numerous underprivileged women can be empowered.
What you will do:
- Managing large amounts of calls and emails, and social media, if required
- Identifying and assessing customer’s needs to achieve satisfaction
- Handling customer complaints, providing appropriate solutions and alternatives within the time limits; following up to ensure resolution
- Building sustainable relationships and trust with customers through open and interactive communication
- Providing accurate, valid and complete information by using the right methods/tools
- Following communication procedures, guidelines and policies
- Taking the extra mile to engage customers
Desired Candidate Profile
What you need to have:- Strong customer handling skills on phone and email
- Familiarity with CRM systems and practices
- Prior experience with Freshdesk and Magento would be a plus
- Customer orientation and ability to adapt/respond to different types of people
- Excellent communication skills ( both written and verbal)
- Ability to multitask, prioritize and manage time effectively
- Empathy and compassion
- Punctuality
- Ability to stretch long hours and work for the bigger vision of the company
- Experience with Microsoft Office and G-suite (google)
- Knowledge of basics of Microsoft Excel for reporting purposes is a MUST
- Comfort with technology and data
- Good hold on English Grammar
- Problem identification and solving attitude
- Ability to listen
- Customer obsession
- High integrity
- Decisiveness
About Paytail:
We are a young Fintech Company providing BNPL Solutions and enabling instant digital finance and easy EMI’s across millions of merchants across the country. We are on the mission of simplifying affordable buying for the consumer across segments. Paytail is backed by Cholamandlam Investments, and few large Angel Investors.
Why Paytail:
Complete Ownership: Take responsibility for whatever work you do with little or no interference, get awarded on the successes for whatever work you do with little or no interference, and be accountable for the slip-ups.
Feedback driven Culture: “Feedback is the breakfast for the champions” and thus we believe feedback helps people & organization improve.
Work with top talent: Get doors open for new learning, our team is being led by the best minds in the industry.
Open Work Culture: Everyone from the CEO is easily accessible. Have any new ideas you think can revolutionize the workplace? Or, do you have some concerns about your work? Feel free to talk to the leadership.
Skills, Responsibilities & Requirements:
- 5 + years of experience with a minimum of 3 years of experience working as Key Account Manager or Customer success roles handling $ 100 Million + Accounts.
- Graduate degree in Engineering, Business, MBA is Plus
- Understanding of Fintech & lending domain across the country is a plus
- Excellent written and verbal skills and good knowledge of Excel
- Ability to work in cross-functional teams
- Build and maintain strong long-lasting relationships with assigned accounts and stakeholders.
- Understand various analytics of our customers and craft and implement strategies to grow.
- Deliver metrics and analysis to customers to ensure that they understand the value of Paytail
platforms.
- Scheduling and owning reviews like MBR, QBR with key stakeholders at the customer end.
- Owning Expansion within the set of assigned accounts.
- Work to develop and circulate the set of best practices that will be the foundation of this growing
team.
- Drive customer decision making by aligning Paytail’s value proposition with corporates problem
statements.
- Thoughtfully engage Enterprise Sales and cross-functional leaders to advance large sales pursuits.
- Coordinate internally for prompt resolution of any complaints (Enterprises) and ensure the best
possible customer experience.
- Thoughtful and empathetic by nature.
Responsibilities
- Understanding business requirements and processes from our customers for creating digital applications on our internal no-code tool
- Converting business processes into technology solutions, designing application flow, database design, and connections.
- Create SQL queries for report generation on the platform.
- Build visualizations and dashboards based on business KPIs.
- Create training documents and videos for our users. Support users in the digital requirements.
- Analyze and suggest product and process improvements
- Take and track all customer queries and assist them in using the platform
- Interface with the product team on feature requirements and improvements
Requirements
- At least 2+ years of experience in SQL and implementation of any enterprise platform such as an ERPs etc.
- Ability to grasp business processes and create business processes for digitization of operations.
- Tech, MCA, BCA, or graduation in any technical field.
- Good to have working experience in working on no-code digital solutions or ERPs
Hiring Process
- Aptitude test
- Technical Interview
- Culture Interview
What you will do:
- Improving business processes across customer service and operations functions
- Working in partnership with business stakeholders providing process excellence expertise to identify and shape opportunities that drive improved customer experience
- Working closely with business to embed continuous improvement as a culture and support the delivery of outcomes in conjunction with project implementation stakeholders
- Increasing process transparency to identify process optimization opportunities with lean/Six sigma methodologies and tools
- Being a voice for our customer experience team by identifying escalatory queries, operational inefficiency, providing customer insights and collaborating with cross-functional teams to provide solutions for those customers
- Collaborating with other departments to resolve complicated issues and issues which require special attention
- Analysing customer care / operations team data and statistics to obtain results useful in taking key business decisions
- Contributing to the development of industry-leading processes and best practices for delivering customer excellence
Desired Candidate Profile
What you need to have:- MBA/ PGDM from Tier 1 college
- Certifications in Six Sigma/ PMP/ ITIL will be an added advantage
- Focus on quality and excellent problem solving and conflict resolution skills
- Knowledge in OKR, Agile Tools: Jira, CRM (Zoho, OneDirect etc.), Power BI
- Exceptional communication and presentation skills
- Minimum 5 years of experience in Process/ Business Excellence and process automation across BFSI/ Fintech domain
- Experience in streamlining and automation of inbound and outbound communication channels
- Experience in leading a process excellence function with a team of passionate individuals to deliver measurable results
This Noida based startup is disrupting the F&B industry by helping eateries increase their profit margin and saving time on labour.
Our client is a software-as-a-service(SaaS) startup that connects restaurants and suppliers by digitising the procurement process. It enables eateries to understand purchasing trends, auto-create purchase orders, anticipate stock out dates, set low-stock alerts, among others. The team also provides training to restaurant members on effectively using the solution. Founded by IIT Kanpur graduates, this new age venture already has more than 1,500 outlets registered on its platform and has helped restaurants reduce their operational costs by 8-10%. It also generates monthly transactions worth $1.3 million.
As a Customer Success Manager, you will be acting as the point-of-contact for the client/ customer, managing clients’ accounts and thus helping in building client retention.
What you will do:
- Managing clients by working closely with them and understanding their business needs and challenges
- On-boarding new clients and also developing and maintaining healthy and professional relationships with current clients
- Maintaining high levels of customer engagement and customer satisfaction in turn leading to continued business from key accounts
- Educating and promoting the company’s services to the clients
- Acting as the point-of-contact for the clients and also mediating between the clients and the company
- Handling and solving escalations from clients, as and when received and making sure the client account is retained
- Renewing subscriptions on a timely-basis
- Compiling and presenting reports to the business by maintaining and managing relevant data
- Managing a team of customer success executives and leading them towards achieving the business goals
- Partnering and working closely with internal teams to meet the business needs of the customers
Candidate Profile:
What you need to have:
- Graduation is a must
- Relevant experience in customer success management and also experienced in handling a team
- B2B SaaS background
- Willingness to work 6-days a week
- Excellent communication and presentation skills
- An analytical mindset and also go-getter attitude
- Expertise in MS Suite
- Min experience of 2 years
About the company
Extramarks is a leading educational - technology company, creating student-friendly digital learning solutions and keeping pace with globalization and technology in education. We have been in the market for the last 13 years operating different verticals PAN India. We provide education learning techniques across India, Singapore, Kuwait, UAE and South Africa. We at Extramarks are looking for Customer Relations Executives tasked with leading a team of executives and maintaining fruitful relations with our existing customers. The priority is to assist the organization to acquire new customers, and to maintain a good relationship with our existing ones. This means effective business development and customer relations executives are in massive demand in nearly every job sector there is including business to business, business to customer and even non –profit organizations.
About the role
The role being offered is Customer Relations Executive for B2C segment. As a Customer relations executive, you will be required to maintain continuous contacts with our existing customers and ensure the highest level of Engagement score.
Location
Noida, India
Roles and responsibilities
- Keep abreast with Extramarks latest offerings and best practices
- Ensure smooth onboarding of the user/customer, and tell them about the features of the product for better engagement of the Customer
- Maintain and strengthen relationship with existing customers
- Collaborate with the support team (technical and academic) to address customer queries
- Conducting in-depth needs assessments to better understand each customer’s requirements to ensure highest satisfaction and Higher Utlization of the Application
- Prompting clients to upgrade their existing packages and to purchase additional offerings.
- Harnessing relationships to generate leads from referrals to maximize our profits.
- Ensuring a good renewal rate of the subscribed packages
- Retain customers who raised an issue for refund/cancellation
Selection process
There are two rounds for the selection process:
➢ PI - 1st Round
➢ PI - 2nd Round
Expectation
- B.E. / B.Tech, MBA, PGDM, Or Any Graduate/Post Graduate
- Excellent interpersonal and communication skills
Are you looking to work in the ecommerce space? Read on to know more.
Our client is a 360-degree boutique firm that provides single-point branding and eCommerce growth consulting to its clients. They have best-in-class professionals with a combined experience of over 40 years in Retail, Textiles, FMCG, Fashion, Consumer Durables and more. They create online brands for their clients through strategies like marketplace management, marketing, social media channels, and analytics that help planning and forecasting.
Currently, they are helping businesses from Fashion, Lifestyle and Personal technology to create a unique space in leading marketplaces like Amazon, Flipkart, Myntra, TataCliq etc. With over Rs.100 crores revenue generated through their 10000+ listings, the team is led by passionate entrepreneurs with a mission to simplify the digital market and e-commerce presence for all businesses.
As a Client Success Manager, you will be responsible for managing clients’ account end to end, including developing channel strategy, defining targeting, managing creative, setting up campaigns, measuring performance, and deriving insights.
What you will do:
- Taking complete ownership for a portfolio of accounts
- Understanding the client and their business from a holistic perspective
- Strategizing and creating a robust plan of action/ roadmap for clients
- Guiding a team of 2-3 people to work on client’s listings, reviews, account health and day to-day operations
- Tracking and driving the progress of various projects to ensure timely delivery
- Being responsible for all regular (and ad hoc) reporting and analysis
- Onboarding clients on multiple marketplaces by liaising with category managers at respective marketplaces
- Co-ordinating with various Marketplaces for solving queries and issues regarding the accounts
- Reviewing every account in the portfolio in complete detail to understand the current level of performance
- Being accountable for hitting goals and driving sustainable growth
- Preparing and presenting plans and results to the clients
What you need to have:
-
Minimum bachelors' degree in any field
-
Strong analytical skills including Microsoft Excel
- Proactive, Team Player, requires good co-ordination and networking capabilities
- Good written communication skills and typing speed in English
- Self-motivated with passion for e-commerce
- Outstanding client handling & communication skills both written & verbal
Opportunity
As a customer success manager, your goal will be to provide outstanding customer service to our clients by developing effective customer service procedures, implementing customer loyalty programs, and Improve customer experience and customer satisfaction (Customer Love metrics)
Responsibilities
- Be the single point of contact for all your customers from the time they sign the contract.
- Establish a trusted relationship with them and help them succeed with QDC through product adoption and delivering the value promised.
- Understand the customer’s goals, org structure, key challenges, and define their success.
- Work with sales and onboarding team to plan and execute a seamless customer onboarding process, ensuring a smooth ‘go live’.
- Identify customer insights and pain points and help shape the product roadmap by providing active feedback to the product team.
- Proactively identifying and prioritizing resources and effort according to perceived risk, potential growth, strategic value, and renewal timeframe, making sure subscriptions are renewed timely.
- Monitor at-risk customer behavior and carry out activities to retain them.
- Own churn and expansion for all your accounts.
- Identify opportunities for portfolio growth and contact customers for upsells.
- Work towards turning customers into advocates of QDC.
- Collaborate with the Marketing team to build customer case studies, testimonials, and referrals.
What you can expect in the next 12 months
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What an ideal candidate looks like
- At least 2+ years of work experience in a customer-facing role such as Customer Success, Account Management and Sales, etc.
- Ability to understand a software product and its nuances very well.
- Excellent written and verbal business communication skills.
- Strong problem-solving skills, technical and analytical aptitude with the ability to quickly learn and adopt technical products.
- Ready to work during US hours - in future
What are we looking for?
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Job Title: Onboarding Specialist
Location: India – Noida, Bengaluru, Remote
Shift: Global (Territory Specific)
Job Function: Customer Experience
Employment Type: Full Time
Company:
SaaS Labs, founded in 2016, is a fast-growing company in the software as a service “SaaS” space focusing on the cloud contact centre space. The cloud contact centre space is a fast-growing market with an addressable opportunity of $24B globally and is expected to witness explosive growth in the next few years. The company was founded by Gaurav Sharma, who is a third-time entrepreneur, having successfully sold both his previous companies (in 2012 and 2016). With a current employee strength of 75, SaaS Labs expects to double it by the end of 2021. Bootstrapped since inception, the firm recently closed a large venture capital round from two large global funds The firm has two core products for now - justcall.io (https://justcall.io/) and helpwise.io (https://helpwise.io/) and the vision is to build a portfolio of contact centre offerings and not just restrict to these products only.
About the Role
As an Onboarding Specialist, you will become a product expert and ensure that customers achieve their desired outcomes quickly and efficiently drive value throughout the onboarding experience. You will set up customers for immediate success by facilitating the implementation process, and educate them on the product, help solve their technical concerns and ensure smooth adoption of the product and services. As an onboarding specialist, you act as a customer's trusted advisor and have the potential to influence their future journey with SaaS Labs products.
Responsibilities
- Develop a comprehensive understanding of the customer needs, including business objectives and challenges.
- Record the use cases, customer requirements and customization requests
- Develop success plans for the customer to quickly achieve their desired outcomes
- Train customers on the product features and educate how they help achieve the desired objectives
- Drive the implementation of product for all the new customers to ensure they achieve their first aha moment quickly
- Develop and educate the customer on the best practices
- Collaborate with sales, product, engineering and success teams to ensure the customer requirements are met
- Engage the right stakeholders and establish strong relationships with new and existing customers and leverage feedback for continuous improvement of the process
- Take ownership of the onboarding the customer, identify and target ‘at risk’ customers and take appropriate steps to engage with them proactively, understand the concerns and drive resolution
- Ensure a successful warm handover of the customer post the onboarding cycle to the customer success team without letting the baton to drop.
Qualifications
- Has 2-4 years of experience in a high touch, low touch or tech touch customer onboarding in a B2B SaaS or Tech Product based company
- Should have worked with the C-level and senior executives
- Should be open to aligning with US / EU / AUS time zones
- Has exceptional ability to communicate and foster positive business relationships
- Showcases exemplary written and verbal communication skills to work along with global customers
- Has strong problem solving and analytical skills
- Has worked with global customers, and across different segments in the past
- Exhibit a true passion for customers and for customer success
- Preferred experience of working with at least one Customer Success tool like Gainsight, Totango, ChurnZero, or similar.
As a customer success manager, your goal will be to provide outstanding customer service to
our clients by developing effective customer service procedures, implementing customer loyalty
programs, and Improve customer experience and customer satisfaction (Customer Love
metrics)
Responsibilities
● Be the single point of contact for all your customers from the time they sign the contract.
● Establish a trusted relationship with them and help them succeed with QDC through
product adoption and delivering the value promised.
● Understand the customer’s goals, org structure, key challenges, and define their
success.
● Work with sales and onboarding team to plan and execute a seamless customer on-
boarding process, ensuring a smooth ‘go live’.
● Identify customer insights and pain points and help shape the product roadmap by
providing active feedback to the product team.
● Proactively identifying and prioritizing resources and effort according to perceived risk,
potential growth, strategic value and renewal timeframe, making sure subscriptions are
renewed timely.
● Monitor at-risk customer behaviour and carry out activities to retain them.
● Own churn and expansion for all your accounts.
● Identify opportunities for portfolio growth and contact customers for upsells.
● Work towards turning customers into advocates of QDC.
● Collaborate with the Marketing team to build customer case studies, testimonials, and
referrals.
What are we looking for?
Attitude
● Empathy
● Positive Attitude
● Organized
● Process Driven
● Coachable
● Patience
● Metrics Driven
Skills
● Ability to explain in uncomplicated/ simple language
● Attentive and Listening Skills
● Effective Negotiator
● Creative Problem Solver
● Comfortable with huge data and analytics
What an ideal candidate looks like
● At least 2+ years of work experience in a customer-facing role such as Customer
Success, Account Management and Sales, etc.
● Ability to understand a software product and its nuances very well.
● Excellent written and verbal business communication skills.
● Strong problem-solving skills, technical and analytical aptitude with the ability to quickly
learn and adopt technical products.
● Ready to work during US hours - in future
What you can expect in the next 12 months
Within 1 month -
You should have acquired a good knowledge of the laundry
domain, QDC product and process that we follow.
- You should have spent a day at the laundry store to get live
hands-on experience.
- Have a one-one chat with every member of the Quick Dry
Cleaning team so you get to know everyone well and understand
each other.
- Start owning the renewal process with the help of peers.
Within 3 months
- You should be able to manage the portfolio assigned with some
dependencies on your peers.
- Should start working towards the identification of possible
opportunities in terms of expansion of the accounts.
- Participate in conversations regarding process refining.
- Should be able to independently handle complex sets of queries
related to the product.
- Track and hit key implementation milestones.
Within 6 months
- You should be able to independently manage the portfolio
assigned.
- Should be able to define the expansion targets for your portfolios.
- Should be able to add value to the overall process alignment
owning some initiatives.
- Provide feedback to Marketing, Sales, Support, Success and
Engineering teams to further improve product.
Within 12 months
- Participate in interviewing and hiring, as a way to influence team
growth and show QDC values and drive our culture.
- Deliver and present metrics related to success and show
improvements.
- Driving Customer Success Outcomes: Increasing renewals, reducing churn, identifying up-sell opportunities, influencing increased life-time-value through higher product adoption and customer health scores, and driving growth through increased advocacy and customer referenceability, for SMB customers.
- Leading the overall journey for Customer Success: Mapping the customer journey and developing interventions for each step, driving engagement with customer marketing, analyzing data and customer feedback, and continuously improving the customer experience.
- Managing Customer Success Activities such as onboarding, training, services, customer success management, support, account management, up-sells, and advocacy.
- Building and Leading a World Class Customer Success team: Recruiting, training, and managing high potential individuals including Customer Success Reps, Operations, and Support.
- Measuring the effectiveness of the Customer Success team with key goals, operational metrics, and outcomes for the team
- Technology and Systems for Effectiveness: Setting up systems and tools for managing customer relationships, tracking data, and improving referencability.
- Working Closely with customer stakeholders (Sales, Product, and Marketing) to establish a stronger customer relationship and experience
- Aligning with Product Marketing to market to existing customers and increasing engagement
- Aligning with Product Managers for driving product roadmap based on customer feedback and usage data
- Aligning with Sales for driving retention and up-sells by improving engagement and retention.
What you need to have:
- You’ve at least had around 4-12 years in customer success roles
- Exp in SAAS, handled US market and minimum 2 yrs in team handling.
- You’ve preferably worked in SaaS, Ad-Tech, and/ or Analytics, selling to the US market
- You have strong customer empathy, a desire to drive revenue and business outcomes
- You drive outcomes through persuasion, negotiation and building consensus with external and internal stakeholders
- You’re a leader with the ability to inspire others and drive outcomes as a unit
- You have excellent communication and presentation skills
- You’re analytical and process-oriented, with the ability to make data-aware decisions
- You have a great understanding of SaaS business models and its value drivers
- Enhance Customer satisfaction
- Drive Product engagement and help the customers succeed
- Liasoning with Veris clients on daily operations
- Onboard new customers/clients.
- Building and maintaining relationships with Veris customers across the globe.
- Working with management on operations strategy and streamlining
- Schedule and complete quarterly/annual business reviews.
- Client MIS reporting and analytics
- Working closely with the operations team to ensure strict adherence of service deliverables.
- Client problem troubleshooting
- Internal management reporting
We are looking for:
- Energetic, motivated, and driven
- “Get it done” attitude `
- Ability to lead and manage teams
- Clarity of thought & good problem-solving capabilities
- Education is no bar, but a good one always helps
- Good with computers and technology
- Excellent verbal & written communication skills
Our client is a hyperlocal platform, that helps businesses to advertise to the right audience by targeting the audience with relevant ads on apps and websites. Their multiple ad campaigns target different demographics languages and locations to attract the consumers. Their network offers unequalled inventory that reaches 90% of the internet users across the world. Their platform also provides best insights in the performance of the ad campaigns- specific to cities, areas, and other demographics.
- Regularly engaging with clients for performance reporting & reviews, implementing upgrades on existing plan to deliver better performance, upselling clients to higher plan, cross-selling to clients
- Overseeing delivery of operational requirements of clients and from clients, making sure billing and collections are happening as scheduled.
- Participating in creating & publishing case studies for your customers.
- Planning & delivering on business KPIs (Monthly Revenue, Retention Rate, Upsell Revenue, Cross Sell Revenue )
- Delivering Customer Success by monitoring performance KPIs on weekly basis, performing RCA if growth is not as planned / at par with industry benchmarks.
- Overseeing & monitoring delivery of all operational requirements of the client with regards to the product plan activated for the client.
- Constantly working with clients, technology & operations team to implement upgrades withi client’s existing plan to make sure that the client is fully utilizing all features available to them to be successful on our platform.
- Pitching for upsells using the right consultative approach, strategy & planning for moving the customers to higher plans in order to unlock more features to deliver better performance and engagement to their locations.
- Pitching for cross-sells using the right consultative approach for moving the clients to other products offered within our suite of hyper-local marketing.
- Managing the complete commercial relationship with clients to make sure all financial and legal processes are followed for billing, realization & renewals.
- Building insights on clients performance data – spotting trends, deviation from benchmarks etc. and engaging with clients for regular performance reporting & insightful reviews.
- Working closely with Customer Success teams of other products to conduct demos with your existing customers.
- Minimum education qualification - Bachelor’s Degree from a reputable institute.
- Post Graduate Degree in Management will be an advantage.
- Relevant Work Experience of 9-12 Years in digital planning & servicing preferably focused on digital media including performance-based campaigns through Google’s Advertising Platforms/ Mar-tech / Ad-tech firm.
- Excellent pitching & presentation skills.
- Candidates who have an experience in a SAAS business will be preferred.
- Proficiency in MS Excel, PowerPoint and Keynote; conceptual understanding of SEM/ Google Analytics/ AdWords a huge plus
- Social, has strong relationship building skills, is flexible and comfortable with ambiguity
- Excellent communication and analytical skills
What you will do:
- Processing customer request in a timely and comprehensive manner to ensure customer satisfaction with Inbound and Outbound calls/emails/chat
- Highlighting issues through feedback and recommending changes in workflows, procedures and service levels to meet customer needs and ensuring quality service always
- Growing and nurturing customer relationships on every interaction that results in measurable Customer value
- Documenting necessary account information and offering custom solutions that benefit the customer
- Delivering extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality
- Balancing customer interests with the interests of company
- Resolving all customer queries and following established problem ticket recording procedures as appropriate
- Gathering relevant information from customers as required and updating it accurately to facilitate the decision process
What you need to have:
- Any graduate with demonstrable experience of 2-4 years
- Needs proactiveness and anticipation to understand customers problems
- Adaptability to customer's need and requirement
- Should be a problem solver
- Should be a go-getter, with high drive and ownership
- Should have good communication and listening skills
- Should have sound English language skills (written and verbal) with good typing speed
Opportunity
As a customer success manager your goal will be to provide outstanding customer service to our clients by developing effective customer service procedures, implementing customer loyalty programs, and Improve customer experience and customer satisfaction (Customer Love metrics)
Responsibilities
- Be the single point of contact for all your customers from the time they sign the contract.
- Establish a trusted relationship with them and help them succeed with QDC through product adoption and delivering value promised.
- Understand the customer’s goals, org structure, key challenges, and define their success.
- Work with sales and on-boarding team to plan and execute a seamless customer on-boarding process, ensuring a smooth ‘go live’.
- Identify customer insights and pain points and help shape the product roadmap by providing active feedback to the product team.
- Proactively identifying and prioritizing resources and effort according to perceived risk, potential growth, strategic value and renewal timeframe, making sure subscriptions are renewed timely.
- Monitor at-risk customer behavior and carry out activities to retain them.
- Own churn and expansion for all your accounts.
- Identify opportunities for portfolio growth and contact customers for upsells.
- Work towards turning customers into advocates of QDC.
- Collaborate with the Marketing team to build customer case studies, testimonials, and referrals.
What you can expect in the next 12 months
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What an ideal candidate looks like
- At least 2+ years of work experience in a customer-facing role such as Customer Success, Account Management and Sales, etc.
- Ability to understand a software product and its nuances very well.
- Excellent written and verbal business communication skills.
- Strong problem-solving skills, technical and analytical aptitude with the ability to quickly learn and adopt technical products.
- Ready to work during US hours - in future
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About Quick Dry Cleaning
We are on a mission to make Dry Cleaners and Laundry business winning in the digital era.
We believe in
- Helping traditional laundries to come at par with digital businesses: Traditional We help laundry businesses adapt modern technology and deliver the customer experience that today’s digital businesses like Swiggy, OLA and Flipkart are delivering. We feel successful when we hear stories like https://www.youtube.com/watch?v=EbB828K28zs&;feature=emb_title">these.
- Building a large profitable business: We envision building a capital-efficient, large profitable business to achieve our mission of making laundry business win. This means less dependence on investors & more ownership with the team. We are one of the few profitable Indian SaaS startups buildinghttps://valuesaas.co/"> value SaaS
- Employee Wellness <> Customer Success: We give as much importance to each team member’s personal & professional success as much as we care about our customer's success. We believe it’s all about balance.
Our impact so far
- 3 Billion garments processed through QDC Dry Cleaning Cloud
- 47 countries
- 1000+ Paid subscribers
- 5000+ Users
- All this could be achieved with a nimble team of 20 from our single office in Noida
Why join QDC?
- Freedom & Responsibility: If you are a person who wants to take up challenging work & push your boundaries with no one monitoring you, then this is the right place for you. There are no hierarchies. No managers to please.
- Holistic Growth: Building a career doesn’t have to be at the cost of missing out on your personal front. We believe that professional success is worth when the personal goals are nurtured with equal importance. We will support you all in on that journey of yours.
- Transparency: If you ever wanted to know what it’s like to be on an entrepreneurial journey, then working with QDC gives you that opportunity to experience it all first hand.
Great Environment: We spend more time of our day at work than at home while awake, so it is important that we feel comfortable at our workplace. Our office space is fun and the team is funnier. We never miss out on any opportunity to have fun. We don’t experience monday blues rather we have Monday excitement.
• Developing and maintaining relationships with a robust customer base of the world’s top companies in mobile advertising.
• Strategizing with customers for deeper utilization of, and success with, the Trackier's service.
• Owning/managing your book of business & building strategies to trigger and drive business growth opportunities.
• Engaging and coordinating internal groups as well as partners, as needed, to meet revenue targets & to maximize customer retention and adoption.
• Coordinating onboarding, training, quarterly/annual business reviews and serve as a liaison with customers regarding new product launches & opportunities.
• Maintaining current knowledge of the Mobile industry, competitive research and an understanding of the customer's business challenges and industry trends.
• You are the key to strategic relationship management with our most important customers.
Requirements
• Knowledge of, or experience with performance-based, mobile advertising campaigns.
• Experience working with data-driven sales strategy, managing up-selling/cross-selling opportunities & working with revenue targets.
• Extraordinary interpersonal communication and presentation skills.
• Outgoing, positive, and energetic personality - this role requires our customers to like you, a lot. • Solid customer service experience and a consultative mindset.
• Ability to pick-up, learn and quickly become knowledgeable in SaaS tech concepts.
• Motivated self-starter, always one step ahead.
• Experience working in a scrappy startup type environment.
• Ability to work trade shows and conferences with the potential to travel.
• Bachelor's degree or MBA preferred.
Responsible for planning, implementing and directing the sales activities of the company in a designated area to achieve sales objectives.
Duties and Responsibilities
- develop a sales strategy to achieve organizational sales goals and revenues
- set individual sales targets with the sales team
- delegate responsibility for customer accounts to sales personnel
- co-ordinate sales action plans for individual salespeople
- oversee the activities and performance of the sales team
- ensure sales team have the necessary resources to perform properly
- monitor the achievement of sales objectives by the sales team
- liaise with other company functions to ensure achievement of sales objectives
- evaluate the performance of sales staff
- provide feedback, support, and coaching to the sales team
- plan and direct sales team training
- assist with the development of sales presentations and proposals
- develop online sales platforms
- co-ordinate and monitor online sales activity
- investigate lost sales and customer accounts
- track, collate and interpret sales figures
- forecast annual, quarterly and monthly sales revenue
- generate timely sales reports
- develop pricing schedules and rates
- formulate sales policies and procedures
- help prepare budgets
- control expenses and monitor budgets
- maintain inventory control
- conduct market research and competitor and customer analysis
- analyze data to identify sales opportunities
- develop promotional ideas and material
- attend trade meetings and industry conventions
- cultivate effective business relationships with executive decision-makers in key accounts
Education and Experience
- business degree or related professional qualification
- experience in all aspects of planning and implementing sales strategy
- technical sales skills
- proven experience in customer relationship management
- knowledge of market research
- experience in managing and directing a sales team
- relevant product and industry knowledge
- solid understanding of digital sales platforms
- experience with relevant software applications
Key Competencies and Skills
- excellent written and verbal communication skills
- organization and planning
- problem analysis and problem-solving
- information management
- team-leadership
- formal presentation skills
- persuasiveness
- adaptability
- innovation
- judgment
- decision-making
- stress tolerance
Job Type: Full-time
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