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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.
Direct Selling and Target Based (Field Sales/Out Side Sales).
Prepare and follow up on sales quotations made to clients.
Will be responsible for client retention, per client revenue optimization & renewals.
Handle client queries/escalations.
Should have effective sales & negotiation ability.
Interacting with vendors for product upload in their respective Domain.
Responsibilities & Duties:
Track and evaluate individual and team performance against sales targets and KPIs.
Provide ongoing coaching and development to the team to enhance their sales skills and product knowledge.
Create and implement sales strategies to achieve these goals.
Establish clear sales goals and objectives for the team.
Ensure high levels of customer satisfaction through effective communication and problem-solving.
Work closely with marketing, product development, and other departments to align sales strategies with overall business objectives.
Provide feedback from the sales team to other departments to improve products, services, and processes
Maintain relations with the existing clients and ask to upgrade their packages or renewals
Prepare and follow up on sales quotations made to clients.
Will be responsible for client retention, per-client revenue optimization & renewals.
Should have effective sales & negotiation ability.
Interacting with vendors for product upload in their respective Domains.
Improve Customer perception and product-wise market share, a good understanding of the technical and market feasibility of the product.
Required Experience, Skills and Qualifications:
Experience: Minimum 2 Months in Online and Concept Sales
Skills: Proficient Written & Verbal Communication Skills in English
Qualifications: Any Graduate
Selected intern's day-to-day responsibilities include:
1. Contacting potential & existing clients to establish rapport and arrange meetings
2. Conducting research on organizations to find new opportunities
3. Working on increasing the value of current customers while attracting new ones
4. Finding and developing new markets and improving sales
5. Helping the team with various marketing initiatives
6. Assisting the team in developing quotes and proposals for clients
7. Coordinating with the development team to resolve customer issues, give demonstrations, and upsell & cross-sell
- Collaborate with cross-functional teams to define, design and ship new features.
- Ability to understand business requirements and translate them into technical requirements.
- Building big, robust. Scalable and maintainable Node JS application.
- Debugging, fixing bugs, Identifying Performance issues, and improving App performance.
- Developing, Deploying, and maintaining multistage, multi-tier applications.
- Provide scalable and secure solutions to large customer problems worldwide.
- Developing high-performance applications by writing testable, reusable, and efficient code.
- Documenting Node.js processes, including database schemas, as well as preparing reports
- Experience in building robust APIs
- Good problem-solving abilities
- Participate in architectural, design, and product sessions.
- Develop the system architecture and infrastructure for our point-of-contact real-time communication system.
- The complete development life cycle of the delivered capability
Key Responsibilities:
● Node.js Developer responsible for managing the interchange of data between the server and the users.
● Your primary focus will be the development of all server-side logic, definition and maintenance of the central database, and ensuring high performance and responsiveness to requests from the front-end.
● You will also be responsible for integrating the front-end elements built by your co-workers into the application. Therefore, a basic understanding of front-end technologies is necessary as well.
● Strong proficiency with JavaScript
● Knowledge of Node.js core and frameworks Express, StrongLoop, koa, hapi etc
● Understanding the nature of asynchronous programming and its quirks and workarounds
● Good understanding of server-side templating languages
● Good understanding of server-side CSS preprocessors
● Basic understanding of front-end technologies, such as HTML5, and CSS3
● Understanding accessibility and security compliance
● Integration of multiple data sources and databases into one system
● Understanding fundamental design principles behind a scalable application
● Understanding differences between multiple delivery platforms, such as mobile vs. desktop, and optimizing output to match the specific platform
● Creating database schemas that represent and support business processes
● Implementing automated testing platforms and unit tests
● Proficient understanding of code versioning tools, such as Git.
Technical Skills:
● Expert knowledge of key Web technologies as HTML5, CSS3,
● Expert in JavaScript / AJAX, NodeJS, React.
● Expert knowledge of OO Analysis and Design,
● Expert on Design Patterns and Frameworks as NodeJS, React.
● Knowledge of Agile methodologies (Scrum).
Soft Skills:
● Self-motivation to work independently and strong work ethic.
● Ability to work in a team, and adapt to new and evolving processes.
● Flexibility and adaptable
● Deep experience with Agile
Desired candidates must have 3-7 years of experience as NodeJs Developer.
If the candidate cannot relocate to Gurgaon, we can also provide permanent Work from home for this position.
Roles and responsibilities:
- Responsible for understanding functional and business requirements and translate them into effective code
- Provide support till deployment of code into production.
- Ownership for ensuring code optimization, problem diagnosis, and on-time delivery
- Implement solutions as per the pre-defined framework /guidelines and adherence to processes
- Finding an optimal solution for the problem statement
- Conduct peer code review.
What candidate should know about:
- Excellent hands-on experience with Node.Js, Express.Js, JavaScript
- Understanding the nature of asynchronous programming and its quirks and workarounds
- Excellent hands-on experience with MongoDB, Mongo aggregation, MySQL
- Ability to build REST services, Authentications, MVC applications
- Excellent Object Oriented Programming skills and ability to write modular, secure, scalable, and maintainable code
- Experience with Elastic Search, Redis.
- Knowledge about AWS components (S3, EC2, Cloudfront, Redis Clusters, etc.)
- Self-learning abilities are required
- Familiarity with upcoming new technologies is a strong plus
We are looking for candidates from E-commerce or product
You Will:
- Lead, coach and mentor a team of 8-10 engineers so they all learn, grow, and succeed.
- Plan and prioritize work for your team, including collaborating with cross border teams.
- Provide oversight and accountability for technical decisions.
- Create an inclusive environment that attracts and retains high-performing engineers.
- You will collaborate with Developers, Program Managers, QA and Devops Engineers in an agile development environment.
- Constantly learn and grow as an engineer and an engineering leader.
- Demonstrate a passion for customers and technology.
You must have:
- Experience in the design, development, and deployment of large-scale enterprise applications with multiple tiers
- Exposure on agile test-driven development for robustness, usability, reliability, security and performance.
- Strong technical aptitude for any programming language, preferred, Core JAVA and Spring Boot and other Spring libraries, Eureka, Hystrix etc.
- Experience of creating architecture or developing web services using Open source technologies and to integrate applications with databases such as Oracle, MySQL, MongoDB, or Cassandra
- Solid understanding of OOPS, algorithms and data structures.
- Experience on Kafka / Scala / Storm / Elastic Search and Web Services like RESTful.
- Experience in building highly scalable distributed systems
- Extensive experience with version control systems (Git is preferred) and issue tracking systems (JIRA is preferred)
Big Pluses if you:
- Have a strong focus on business outcomes
- Are comfortable with collaboration, open communication and reaching across functional borders
- Are self-motivated and can get things done
- Have the ability to communicate and defend your ideas clearly
- Have a strong knowledge of threading, concurrency, scaling, and high availability.
- Have a desire to build products that users love
- Stay current with new and evolving technologies via formal training and self-directed education
Work with the product manager and come up with a fully functional UX designs for a SAAS product from the ground up.
Work with the developers and support them transforming designs to code.
Own the UX process end to end and build a world class user experience.
Should be a critical and thorough thinker.