Anchanto - Product Support Manager

- Be hands-on with the customer support, handling email, chat, inbound calls and outbound calls, and not blindly taking update from team

- Perform quality checks on the email, chat, calls by reviewing through the records and call recordings

- Must know Anchanto's products inside out, attend regular product trainings

- Manage customer support and subscription management functions and team members

Team Management - Work allocation, work progress updates, action items, daily activities

- Work closely with the team to ensure customers are satisfied with the services they receive and to improve upon areas of dissatisfaction 

- Manage setup for members working in different time zones, progress tracking and communication 

- Understanding teams current process, their goals, pain points, improvement areas and resolution 

- Arrange product trainings on regular basis on new feature developments 

- Ensure that the entire team adhere to the processes, so all customers receive the same quality of service 

- Conduct performance evaluation for team members, handle disciplinary actions, set up as needed performance improvement plan, give feedback to the team members on regular basis

Processes 

- Responsible for setting up or fine tuning policies and procedures that optimize the customer experience 

- Gather regular feedback from customers, study other customer success programs and analyze customer data to identify the best practices 

- As part of responsibilities under hiring, reviewing applications, conducting interviews, processing new hire paperwork, and providing on the job training or mentoring to new employees 

- Keep records of customer interactions and transactions, take required actions to improve quality and process efficiency 

- Establish the process for customer experience dashboards that summarize the well being of the customer base by developing critical components to identify at-risk customers and establish a course of action 

- Obtain and evaluate all relevant information to handle product and service inquiries 

- Ensure the process is setup to promptly respond customer queries over email and/or chat and/or call 

- Setup process for teams to support different time zones as per business need         

Customer Management and Satisfaction 

- On-going support, general account support and customer outreach 

- Onboarding for Subscription based customers 

- Collect and manage product feedback to understand how customers are using the product and be able to assess their health 

- Pay close attention to product usage and gather customer feedback through surveys, interviews, and focus groups in order to keep the customer base satisfied 

- Responsible for developing customer relationships that promote retention and loyalty. 

- Record details of inquiries, comments and complaints 

- To go above and beyond to ensure customers are actively using the product and that they are happy with the service provided 

- Receive usage reports on a weekly basis that include information pertaining to customer logins. 

- When usage levels are low, it is important to get in touch with customers to get to the bottom of their obstacles         

Internal Communication 

- Work with multiple functions within the company to design a community portal, which functions as a central stockroom for product information 

- Responsible for identifying and quantifying the key factors for customer success and then communicating them effectively to drive the product sales, marketing messages and even giving inputs for the product roadmap 

- Responsible for informing the other teams why users are churning and what issues they're having with the product 

- Prepare and distribute customer activity reports with marketing, technology and product teams and management as part of reporting 

- Work with marketing team to work on the communication to keep customers up to date on latest features. 

This also include various emails or other ways of communications required on customer demand, customer education and informative         

Subscription Management - As part of subscription management process, you are responsible for minimum 90% conversion of customers from trial to paid subscription. 

- You will setup and follow the process in order to interact with such customers on regular basis, calling them, giving them software demo, hand-holding them for any other software processes until they are comfortable with the software 

- Depending on the need under subscription management for customers plan and understand the best ways to utilize Anchanto products based on the customers business needs or business plans 

- Under subscription management function, ensure educating the customers on the flexibility and capabilities of their software so customers are encouraged to continue using their services         

- Reporting Weekly, Monthly and Quarterly reporting on the teams activities and performance, customer signups, subscription conversions, customer churn report with reasons, quality report on email and chat support, and Reasons for conversion failures with resolution plan 

- Efficiency of the customer success process - Monthly and Quarterly performance review of team, execution of improvement plans if any, Customer conversion rate, Customer churn report with reasons, Customer support performance, Quality reports