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Posted in
IT & Systems
Job Code
1533804
How you should be?
We are looking for an experienced Head - Customer Success who is proficient in providing techno functional support for our company products.
You will be focusing on customer loyalty and building close long-term client relationships, and often stay with the same customers as long as they continue to work with the business.
What will you do?
- Managing churn and increasing customer retention
- Bridge the gap between sales and customer support.
- Keep a "high-level view" of the entire support process.
- Creating a minimum-viable onboarding process with in-app guidance
- Driving account expansion with contextual offers and growing lifetime value
- Collecting customer feedback and closing feedback loops
- Mapping customer success journeys to spot and remove friction
- Serve as a mentor for the team and answer questions and troubleshoot issues related to use of SaaS software applications from team.
- Providing appropriate solutions to the technical issues faced by the customers.
- Prioritizing and dealing with the issues in a timely manner.
- Ensure team communicate clearly and concisely with customers in written and verbal form and maintain accurate and timely records on our ticket tracking system.
- Interact directly with Senior Management within other departments to resolve high profile escalations and issues, and drive initiatives that improve the customer experience.
- Assessing support statistics and preparing detailed reports on the findings.
What are we looking for?
- 5+ years of working in a Customer Success Manager or relevant position in the Software Engineering Department.
- Strong organisational and presentation skills
- A tendency for relationship building.
- Strong Interpersonal skills
- Relationship management & Decision-making skills.
- Critical thinking and problem-solving skills.
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Posted By
493
JOB VIEWS
182
APPLICATIONS
56
RECRUITER ACTIONS
See how you stand against competition
Pro
View Insights
Posted in
IT & Systems
Job Code
1533804
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