Posted By
Posted in
Sales & Marketing
Job Code
1473685
Customer Onboarding & Success Manager SaaS 7 to 10 years 25LPA range
Hiring for : A GenAI SaaS product company, incubated inside of a 20+ years old global analytics consulting business.
Role : Customer Onboarding & Support / Success.
Experience : 7 to 10 years in relevant roles, preferred majority in SaaS / product companies.
Salary : Up to 25LPA based on experience.
Location : Bengaluru or Pune.
Type : Hybrid
Joining : Immediate to 30 days preferred.
IMPORTANT : Last 3+ years must be in a similar role at high growth SaaS product companies.
Overview :
- Our client is seeking a dedicated and customer-focused individual to join their team.
- In this role, you will be responsible for providing exceptional support to their customers, guiding them through the onboarding process, and ensuring their satisfaction.
- The ideal candidate will possess strong communication skills, a passion for helping clients, and the ability to thrive in a fast-paced environment.
- Understanding of different tools like CRM / ticketing / MarTech / ecommerce is desirable.
Key Responsibilities :
- Guide customers through the onboarding process, ensuring a smooth and seamless experience.
- Provide timely and effective support to customers via email, phone, and chat channels.
- Troubleshoot technical issues and escalate complex issues to the appropriate teams when necessary.
- Collaborate with cross-functional teams to address customer needs and improve the overall customer experience.
- Document customer interactions and maintain accurate records in the CRM system.
- Educate customers on product features, functionality, and best practices to maximize their success.
- Assist in the development of support resources, including FAQs, knowledge base articles, and training materials.
- Continuously seek opportunities to improve processes and enhance the quality of support provided to customers.
- Stay up to date on product updates, industry trends, and best practices in customer onboarding & support.
Must have:
- Overall 7 to 10 years experience in relevant roles, preferred majority in SaaS / product companies.
- Min 3 years experience with customer support and success at a technology or SaaS based company.
- Strong communication skills, both written and verbal.
- Excellent problem-solving abilities and attention to detail.
- Proficiency with CRM systems and support tools.
- Ability to work independently and as part of a team.
- Bachelor's degree in computer science engineering or equivalent.
- MBA would be preferred but isn't necessary.
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Posted By
Posted in
Sales & Marketing
Job Code
1473685
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