Role : Customer Success Manager Department : Operations / Customer Success Location : Gurgaon (Sector 58) - Work from Office - 6 Days Working Roles & Responsibilities: Manage a team of 5-6 associates in customer success team (currently there are 2 people) he/she will build his/her own team Set up processes to manage customer queries and build KPIs necessary to improve overall customer satisfaction Analyse tickets and customer queries to understand issues faced by customers and suggest improvements in product accordingly Own the overall customer lifecycle with the platform right from the point the sale is made to the point customer exits our platform Build the overall customer success team with key focus on people, process and technology to ensure high c-sat Requirements: Overall 4-6 years of experience in leading customer success teams at service oriented startups (edtech industry preferred but not mandatory) Strong analytical skills to understand the process gaps and queries with high inclination towards continuous improvement Should have experience in building customer success teams at new age or high growth startups Should have a strong understanding of KPIs and SLAs to be tracked in the customer support side.
IF you believe that Humans and AI together is the future, then join the dream team that is building a people-first organisation. Our client is a futuristic tech company that is using Data science and AI to help its customers improve their sales conversions faster, with accuracy, and at a feasible cost. They are a 150+ member team based out of Delhi and California, who have created 3 unique products and services that will help industries like Real Estate, Finance, Education, Healthcare, etc to leverage this technology and convert leads into customers efficiently. Their products include features like unique data classification and workflow automation systems, Business management services, and Lead Engagement programs that work across geographies and are being used by their big-ticket customers - Tata, Walmart, Pearson, and Delhivery to name a few. They have recently raised a $5 Mn Series A funding, which is the effect of their massively innovative products that were maximizing profitability even during the pandemic. The founders are successful entrepreneurs,listed in the Forbes 30-under-30. As a Head of Customer Success, you’ll be leading the customer success team driving key outcomes for our product which provides sales analytics to SMB real estate businesses in North American markets. What you will do: 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
Customer Success Associate On-board and train new customers. Build & strengthen customer relationships. Manage 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. Coordinate and train all new customers in an efficient and streamlined way. Have a comprehensive knowledge of the company’s business model in order to answer all customer related queries. Shifts- Rotational
About the role As a Customer Success Manager, you will wear multiple hats of managing key our Enterprise/Named customers as well as mentoring a team of customer success associates who will be given responsibility to independently manage low to medium size accounts under your guidance. The growth of your individual clients and team clients will solely be your responsibility. You will be responsible to work very closely with the customer teams. Your responsibilities will include driving adoption and renewals of the Freight Tiger platform, expansion of the account, upselling/cross selling and advocacy across your portfolio. You will be the liaison between the customer and the Freight Tiger ecosystem, streamlining partnership with product management, engineering and professional services. This role is varied and fast-paced – always adapting to the landscape within the Logistics industry, as well as the business needs. In this position you will.. Get a chance to work with a super talented team (Ex - Management Consultants) and get to learn how to grow the business 100X over the coming years Champion the Freight Tiger Platform across your customer base to grow the account and help achieve its full potential Build and establish exceptional relations with top manufacturing multi-billion dollar brands Help streamline & improve logistics needs across various industry verticals Brainstorm with Product & Tech to continuously improve the product offerings As freight tiger diversifies its product portfolio, you shall be responsible for cross-selling and upselling enhanced products / features to the clients Repeatedly strive to deliver value to the client. Maintain a regular cadence of analytical reviews with the client to identify metrics critical for clients. Ensure expectations are being met and the client is seeing ROI on their investment. Analyse all Customer health metrics (NPS, logons, etc) to use data to identify any potential at risk customers. Ensure optimal financial health of the account. What you Bring MBA/Equivalent Degree along with 1-2 years of experience or Graduate with 4+ years of experience. Relevant experience in customer service management/customer success would be preferred but not mandatory. Experience navigating and steering customer engagements to completion with a high level of customer happiness. Strong analytical skills, with the ability to translate data into insights. Driven Personality with a results-driven mentality, with a bias for speed and action. Possess exceptional communication, presentation and interpersonal skills Good problem-solving skills coupled with the ability to provide quick resolution to problems. Ability to manage and mentor a team of juniors. Ability to thrive in a multi-tasking environment and adjust priorities on-the-fly while still having the ability to focus on details and be analytical. You will be a strong teammate, but still a self-starter. Build strong relationships with the team members to share learning.
What you’ll be doing on the team: In one month you'll... Attend organization training and know the Niswey story, how we work and our goals for the future Experience an in-depth product training Learn how to use HubSpot in your daily work Learn how to resolve issues on your own Learn how to decide when you need help Have 1:1 meetings with key members at Niswey Shadow colleagues, learn best practices for what make our customers successful Deliver customer on-boarding calls and build strategic business plans for customers Be fully responsible for your customers and run calls independently! By month 4 you'll... Own swift resolution of technical issues on behalf of our customers by partnering with the product team. This includes identifying, escalating, and suggesting solutions in order to drive a successful outcome Drive projects forward that synthesize your customer interactions and internal processes to improve the customer experience Be consistently hitting and exceeding your customer experience goals Continue to master your knowledge of our products and have a deep understanding of the industry Fully understand our internal ecosystem and be able to collaborate cross-functionally to provide the best in class support process Work with your customers daily, delivering value and helping them achieve their goals Partner with sales to identify growth opportunities for customers Continue learning about the ever-changing industry Should be achieving your Net Retention and Net Promoter Score targets Deliver detail oriented Monthly Business Reviews with your manager on the performance of your customers Be responsible for how customers are progressing through the onboarding process and continuing to see ongoing success. Engage with customers via one-to-many channels such as video, email and chat throughout the customer lifecycle. You will identify common customer challenges and actively suggest better solutions You will coach customers to be product experts. You will partner with cross-functional team members to translate business needs and product requirements into new solutions for customers By month 7 you'll... Find opportunities to implement 1: many programs that can efficiently and effectively drive customer outcomes at scale You will test playbooks and program ideas and track results based on defined customer goals Have a proactive, independently managed routine established for working with your customers Drive customers successfully through onboarding within a fast paced environment Master servicing, sales and marketing practices in HubSpot Be consistently hitting and exceeding your retention Work with your manager to identify a plan of continued growth Bring your thinking, strategy and ideas to the team to advance our creative culture and vision for the future.
Work for a fantastic digital advertising startup and nurture your career with a great role.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. As a Client Success Manager, you will be responsible for retaining & growing existing clients revenue. The role involves making sure that the client’s core deployment on company platform is successful by monitoring performance KPIs against historic data and projected results. What you will do: Regularly engaging with clients for performance reporting & reviews Implementing upgrades on existing plan to deliver better performance, upselling clients to higher plan, cross-selling clients to otherProducts, overseeing delivery of operational requirements of clients and from clients Making sure billing and collections are happening as scheduled, also 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 within 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 What you need to have: Minimum education qualification - Bachelor’s Degree from a reputable institute. Post Graduate Degree in Management will be an advantage. Candidates with SaaS industry experience will be preferred. Relevant Work Experience of 7+ Years in account management & servicing with a focus on paid digital media including performance-based campaigns through Google’s Advertising Platforms / Mar-tech / Ad-tech firm. Excellent communication & strong relationship building skills. Proficiency in MS Excel, PowerPoint and Keynote; conceptual understanding of SEM/ Google Analytics/ AdWords is a huge plus Adaptability and comfortable with ambiguity Strong analytical skills Ability to thrive in a fast-paced and high performance environment Passionate about problem solving, solution selling and customer service
ROLE AND RESPONSIBILITIES: 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
Work for a fantastic digital advertising startup and nurture your career with a great role.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. As a Business Manager - Growth, you will be responsible for retaining & growing existing clients revenue. You will make sure that the client’s core deployment on company platform is successful by monitoring performance KPIs against historic data and projected results. What you will do: 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. What you need to have: 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
Our client is a 5 year old online gaming company with market leading games in three segments - Poker, Rummy and Cricket. Their online games are ensured to be safe, trusted and secure for their customers. They have a registered base of over a million users and are working towards the growth of online gaming in the country. The founders are MIT alumni who bring with them immense tech and business knowledge to provide global level gaming services. As Sr Executive - Customer Support, you will be responsible to deliver extraordinary customer services by responding to customer concerns regarding customer accounts. 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 Candidate Profile: What you need to have: Any graduate with demonstrable experience of 2-4 years Professional attributes : Needs proactiveness and anticipation to understand customers problems Adaptability to customer's need and requirement Should be a problem solver Personal attributes: 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
We at Nirogam, a group of aspiring individuals, have a vision that authentic Ayurveda should reach every home in India and beyond. The Ayurveda industry has seen multifold customer acceptance in the past decade and continues to grow at an unprecedented pace globally. As a person who bags this opportunity, get ready to create an impactful change on all platforms of business growth within the purview of this role. We are looking for a Communication Specialist for Nirogam, to join our growing team. We are looking for an enthusiastic communicator who is preferably also a nutritionist and or dietician. Ultimately, you should be able to follow current trends and bring Nirogam to more and more audiences through impactful videos and stories to audiences at large or during campaigns and events in an informative and engaging manner. What you will do: A Storytelling aficionado - Present Nirogam, Ayurveda and Health in a creative, informative and impactful way through different modes of communication especially videos. Participate in helping to formulate news stories by pitching ideas. Collaborate with content, creative and marketing teams to come up with projects, programs to plan and execute communications about Nirogam, topics based on trends, health, nutrition, diet and more. Participate in researching and writing stories. Researching local community, state, national and international current trends and events. Revise scripts and prepare to deliver them on recorded or live YouTube videos and channels, to be posted on social media like Nirogam’s blogs and website. Keep abreast of developments by studying papers, attending events. Stay in contact with Ayurveda industry professionals and current trends.. Bring speaking/ hosting opportunities for Nirogam’s Ayurveda doctors in events and campaigns related to our industry. Be an expert at conversational and professional vocal delivery. Strengthen on-camera skills, as an anchor should be comfortable on screen/ camera and exude an aura of confidence and good health. Quality assurance: Quality check each story to ensure grammatical correctness, accuracy, clarity and overall impactfulness of the diction. Consistently ensure good quality videos are made and posted on line as per the communication plan. Required Skills and Qualification: Academic/Professional Competencies Bachelor’s degree in mass communication or related field. Maximum 2 years of experience Familiarity with local, state, national, and international current events on Ayurveda and nutrition Industry. Excellent written and verbal communication. Charismatic but professional demeanor while on camera. Behavioural Competencies Able to work effectively in a fluid, fast-paced environment. Positive attitude and enthusiastic with high energy. Capable of being an individual contributor yet highly adaptive to working with cross functional teams. We encourage interested aspirants to refer to our: Website: https://nirogam.com/Blog: https://nirogam.com/blogs/news
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 Within 1 month You should have acquired 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. 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? Attitude Skills Empathy Positive Attitude Organized Process Driven Coachable Patience Metrics Driven Ability to explain in uncomplicated/ simple language Attentive and Listening Skills Effective Negotiator Creative Problem Solver Comfortable with huge data and analytics 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 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 building 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.
Trackier is 3 years old venture under Cloudstuff Technology Pvt. Ltd. As part of Cloudstuff’s Customer Success team, you'll be responsible for• 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