Associate Customer Success Manager

Associate Manager, Customer Support
Onit – Pune, Maharashtra, India – Full time
 

About Onit:

Onit creates solutions that transform best practices into smarter workflows, better processes and operational efficiencies. We do this for legal, compliance, sales, IT, HR and finance departments. We specialize in enterprise legal management, matter management, spend management, contract management and legal holds. We also specialize in AI/ML (NLP) based models for our platform for contract reviews.

Onit partners with businesses to build custom enterprise-wide software solutions that can be implemented quickly, are easy to use, and drive better decisions.

Requirements:

• Strong communication and analytical skills, along with an ability to work with a broad range of clients with varying skillsets.
• Excellent relationship building skills, as you will be required to interact with cross-functional team members throughout the company to advocate for customer needs.
• Highly organized, ability to multi-task and exceptionally responsive.
• Ability to discuss technical concepts with non-technical stakeholders.
• General understanding of programming fundamentals or technology.
• Thorough understanding of the software development lifecycle.
• Attention to details, diligent in problem solving and troubleshooting.
• Ability to work well under pressure and tight deadlines.
• Ability to work with medium-large teams across various time zones.
• Good client interfacing skills.
• People management skills.
• Bachelor’s/Master’s degree in Computer Science or IT is required.

Responsibilities:

• Collaborate across the entire organization, to get the right solution delivered to the customer.
• Work effectively as part of team with shared objectives and on own initiative.
• Effectively prioritize, multitask and execute tasks in line with business objectives.
• Strong focus on processes and ability to recommend best practices with an objective to add value to the customer.
• Assist Services teams in the resolution of customer issues in a timely manner.
• Own delivery and target metrics for India teams.
• Drive process improvements and efficiencies.
• Manage and own customer escalations & work closely with internal teams to resolve issues.
• People management responsibility.
• Thrive working in a fast paced and dynamic environment, with minimal oversight and direction. You understand what it means to work in a start-up environment.

Preferred skills:

• Experience working in and managing medium to large teams.
• Databases knowledge, experience in programming/technology.
• Exposure to enterprise legal management, contract management and legal domain.