Customer Success Manager
SquadStack
- Noida, Uttar Pradesh
- Permanent
- Full-time
- Strategic Customer Management: Develop and execute initiatives to maximize customer satisfaction and retention through strategic segmentation and data-driven insights.
- Cross-Functional Collaboration: Align customer success strategies with business objectives, championing a customer-centric culture and facilitating communication between teams.
- Client Education and Enablement: Lead client education programs, providing guidance on product usage and best practices to drive adoption and success.
- Strategic Account Management: Manage key accounts, develop strategic account plans, and collaborate with sales teams to identify growth opportunities.
- Customer Feedback and Insights: Gather and analyze customer feedback to drive continuous improvement and influence product development decisions.
- Performance Monitoring and Reporting: Define KPIs, track customer success metrics, and provide regular reports to drive accountability and identify areas for improvement.
- Team Leadership and Development: Provide leadership and mentorship to the customer success team, fostering a culture of collaboration and professional growth.
- Customer Advocacy and Relationship Management: Act as a trusted advisor and advocate for customers, building strong relationships and addressing customer concerns proactively.
- Experience: 4-7 years of experience in customer success/support/service, with a proven track record of delivering exceptional service and driving customer satisfaction.
- Communication Skills: Excellent verbal and written communication skills, with the ability to effectively convey empathy and concern to customers.
- Team management skills: Ability to mentor and manage their team while also maintaining effective customer relationships.
- Problem-Solving Abilities: Strong problem-solving, critical thinking, and judgment skills, with the ability to effectively resolve customer issues and complaints.
- Technical Proficiency: Hands-on experience with various support and CRM software tools, as well as a general understanding of Information Technology, SaaS offerings, and B2B/B2C networks.
- Customer-Centric Approach: Ability to maintain composure, defuse escalated queries, and handle complaints with tact and diplomacy, while prioritizing customer satisfaction.
- Trait & Culture Fit: Executor + Willing to go the extra mile.
- Education: The candidate should possess a Master's in Business Administration.
- Experience: 4-7 years of experience in customer success/support/service, with a proven track record of delivering exceptional service and driving customer satisfaction.
- Analytical Skills: The candidate must have deep Python, SQL, and Excel knowledge. They should have hands-on experience in real process automation tasks.
- Communication Skills: Excellent communication skills, including written and verbal communication abilities, are required.
- Project Management Knowledge: The candidate should have familiarity with project management methodologies, concepts, and tools. Having prior experience in managing projects would be beneficial.
- Relationship Building: The candidate should possess strong relationship-building skills and have the ability to establish and maintain long-term partnerships with clients.
- Sales Acumen: Demonstrated sales acumen and the ability to identify upselling and cross-selling opportunities to maximize revenue from existing accounts.
- Customer Focus: A customer-centric approach is crucial, with the ability to understand customer needs, provide tailored solutions, and ensure customer satisfaction.
- Negotiation Skills: Proficiency in negotiation techniques to manage contract renewals, pricing discussions, and resolving conflicts effectively.
- Strategic Thinking: The candidate should possess strategic thinking abilities, including the capacity to analyze account performance, identify growth opportunities, and develop account plans.
- Compensation: 9-18 LPA
- Joining: Immediate
- Location: Noida and Goa
- We believe that long-term, people over product and profits, and prioritize culture over everything else. See
- We are a well-balanced team of experienced entrepreneurs and are backed by top investors across India and Silicon Valley (Chiratae Ventures, Blume Ventures, Abstract Ventures, Emergent Ventures; Senior execs at Google, Square, Genpact & Flipkart; Co-founders of Infosys, Snapdeal, Slideshare, Zomato, etc.)
- Unlimited Leaves
- Freedom and Responsibility
- Entrepreneurial Team
- Exponential Growth
- Healthcare (Physical & Mental Wellness)