The Role
The Customer Success Manager is responsible for leading the team, enhancing customer experience, managing daily activities, and strategizing for improved client interactions and business outcomes.
Summary Generated by Built In
This is a remote position.
The Manager Customer Success will work closely with the Team Leads - Customer Success/support to improve the overall customer experience and to enhance the working of the internal team members. He/She will be reporting to the Senior Manager - Customer Support and mainly work with them to improve the c-sat score and NPS of the existing clients.
Key Responsibility Area
- Lead the Customer Success Happiness function by training, engaging and developing your team
- Manage the daily activities of Team Leads and below.
- Working on new strategies to improve the overall customer experience, and NPS score.
- Responsible for the overall functioning of the processes including onboarding, feedbacks, ticket response time etc
- Coordinating with the marketing department to strategize ways to increase post-sales interactions with clients.
- Interacting with the Sales team to work on inter-departmental challenges
Key Performance Indicators
- To increase the count of references to 100% per CSM within 6 months
- To reduce the percentage of churn rate to 30% of present churn rate and maintain the same for subsequent months within a year.
- To increase the MRR of the non enterprise clients to 20%
- To increase the product usage
Requirements
- Postgraduate in MBA.
- A customer-focused mindset, putting the customer experience first in every action you take
- Exceptional account management and customer service skills backed up with excellent written and verbal communication skills
- Has been in the leadership role of the similar profile from past 7-10 years
- Experience working in a B2B SaaS based Organisation
- Technically proficient
- Excellent listening skills
- Ability to effectively communicate at all levels of the organization.
- Excellent problem-solving skills
- Extremely process-oriented
- Experience leading, coaching, and empowering your team to do their best work
Skills Required
- Postgraduate in MBA
- Customer-focused mindset
- Exceptional account management skills
- 7-10 years in a leadership role
- Experience in B2B SaaS
- Technically proficient
- Excellent problem-solving skills
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The Company
What We Do
MyOperator is a Business AI Operator that unifies WhatsApp, calls, and AI-powered chat & voice bots to deliver end-to-end customer communication automation.
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