Customer Success & Implementation Manager
Responsibilities
- Manage the onboarding of customers, from online product training, managing customer deliveries and ongoing technical support.
- Lead a team of technical support representatives and account managers to deliver the goals of the goals of these departments.
- Develop project plans and schedule to set achievable expectations with all stakeholders, both internal & external and driver deliveries
- Ensures SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded.
- Technical Support: Meet SLA response times committed to customers 24x7.
- Account Management: Up-sell and cross-sell new products and paid features to existing customers.
- Learn our products capabilities well enough to be able to demonstrate the product to customers and answer their questions on using the product.
- Responsible for overall customer satisfaction.
Requirements
- 10+ years of professional experience in the software industry in a customer facing role such as account management, client delivery, sales, support, business analysis or consultingin the IT/software industry.
- Solid experience in requirements gathering, including experience in creating process documentation.
- Sounds technical skills, good understanding of web and mobile technologies
- Ability to recommend and action process improvements and automations, actively seek and bring new knowledge to the broader team and then lead implementation
Benefits we offer
- You will be working with a Product (B2B SAAS) Company
- Mediclaim policy ( Parental Insurance Coverage, 80% is company sponsored)
- Forever Remote work
- Retirement Benefits (Gratuity, Provident Fund)
- Profit sharing and Variable bonuses
- ESOP
- Easy leave policy
- Maternity & paternity benefits
