Anarock - Manager - Customer Success

Manager - Customer Success (Anarock Technology)

About us :

Anarock Tech is redefining the approach towards operations and sales in the real estate industry. We are creating meaningful products and pushing the envelope in managing end-to-end processes to ensure transparency at all levels in housing, commercial, and infrastructure organization.

Our products focus on eliminating redundancies and manual intervention inefficiencies in the day-to-day tasks by ensuring the visibility of data points to relevant stakeholders. Our focus is improving performance and driving result-oriented products with innovative design and engineering at its core.

Anarock Tech is now going on a path of extending its product and services i.e SaaS to real-estate developers. With our ground-breaking technology team and innovative ideas flowing through everyday channels.

The role will be highly focused and customer-centric with a business and product-oriented mindset who is ready to take on a technical, strategic, and operational role in achieving our set goals with assisting on our product platform, both, web and mobile app functionality that maximizes customer ROIs, revenues and competitive advantage.

Key job responsibilities:

- Be the face of Anarock Tech at partner developer's office from Day 1 and main POC for every and anything.

- Deliver and deploy products at partner developer's end according to requests and requirements mentioned on the SLAs.

- Implement, test, and train all stakeholders at the partner developer's end on our products and services after delivery.

- Measure usage, growth, productivity, and performance regularly after deployment of products and services with the use of project management tools.

- Be the voice of the customer for the Tech team and vice versa.

- Work with other internal team members to understand which services and processes result in exceptional product adoption, high customer happiness, and enthusiastic customer advocates.

- Define tasks and coordinate with internal teams for high-impact operational deliverables and SLAs on the project timeline.

- Manage internal resources based on the alignment of team member skills and client demands.

- Support each department with coordination and a mix of strategic and operational activities associated with a new initiative.

- Communicate tough issues to stakeholders and keep an independent opinion.

- Gain knowledge on product changes and deliverables to keep the customer updated and informed.

- Create documents, processes, and project boards to manage deliverables from internal teams.

- Help out Quality Team and maintain Product standards to thrive best results at customer's end.

- Tech-savvy and ready to take user testing as a part-time role to identify of gaps in products, services, and business workflow and come up with a solution.

- Evangelizing the processes and products across the company.

- Be the torchbearer for making sure products are implemented in the way they should be and that business needs are met with them.

- Be the bridge between various teams like sales, marketing, strategy, and tech to communicate the features required.

- Schedule regular follow-up meets with customer teams and cross-functional departments for progress reports and status updates.

- Provide feedback on customers' operations, performance, and progress on our products as and when required.

- Influence decisions and change management on products and services through collaboration, leadership, and a customer-focused approach

- Demonstrate detail orientation, project management abilities, multi-tasking skills, and your ability to work both independently and collaboratively in a team environment.

- Be a customer success champion.

Skills that will help you build a success story with us :

- Familiar with Project Management tools such as Zenhub, JIRA, Atlassian, Trello, Microsoft Project, Smartsheets, Lucid Charts.

- Familiar with data visualization tools like Tableau, Zoho, Google Analytics, Qlik, Plotly, etc.

- Expert in G-suite, Microsoft Office, R, SAS, etc to build a statistical analysis for the internal team as well customer.

- Professional in MySQL, NoSQL to write quick queries and help out on learning database of our product.

- Excellent communication skills with a free hand to engage in professional and social conversations with customers to gain more trust and knowledge about their product needs.

- Has impeccable email communications skills.

- Ready-to-do attitude.

- Positive and constructive thinker, innovator, and motivator for the team.

- Self-motivated; able to work independently and touch base with each member for support when required.

Minimum Qualifications :

- Master's degree in Business or Computer Science or MIS or related field.

- Minimum five (5) years of total experience managing project(s) using project life cycle methodologies (e.g. process management, organizational change).

- Minimum two (2) years of experience implementing complex projects in a start-up environment.

- Minimum two (2) years of experience handling B2C model apt with product usage, growth in customer satisfaction, and retention.

ANAROCK Ethos - Values Over Value:

Our assurance of consistent ethical dealing with clients and partners reflects our motto - Values Over Value.

We value diversity within ANAROCK Group and are committed to offering equal opportunities in employment. We do not discriminate against any team member or applicant for employment based on nationality, race, color, religion, caste, gender identity/expression, sexual orientation, disability, social origin and status, indigenous status, political opinion, age, marital status, or any other personal characteristics or status. ANAROCK Group values all talent and will do its utmost to hire, nurture and grow them