SquadRun Inc - Customer Success Manager

Customer Success at Squadrun Inc

About Squad

Squad is a fast-growing, venture-backed technology company that combines Crowdsourcing and Artificial Intelligence together to help companies revolutionize their operations. Our new product is called SquadVoice and functions almost like an - Uber for calling- .

Core Responsibilities - 

- Operate as the lead point of contact for all matters specific to our customers

- Support and coordinate with the operations team to ensure seamless delivery to clients

- Map customer journey and identify improvements at every stage

- Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success

- Develop a trusted advisor relationship with key customer stakeholders

- Address customer concerns and provide solutions to ensure satisfaction

- Interpret customer insights to drive change in product and act as a voice of the customer to the Product team

- Manage the Customer Success strategy for tracking and reporting on client health and reducing Customer Churn

- Create and perform Monthly/Quarterly Business Reviews for ensuring customer retention and expansion - effectively delivering results to key stakeholders

- Raise open issues with cross-functional teams and take ownership of resolving the issues in a timely manner

- Constantly work towards providing innovative strategies for delivering customer delight

- Engage with clients to understand the nuances of their work processes and the resulting needs and pain points

- Provide the best customer experience we possibly can to our customers