StableMoney - Customer Success Manager

Responsibilities:

Customer Advocacy:

- Act as the primary point of contact for assigned customers.

- Build and maintain strong, long-term relationships with customers.

- Proactively identify customer needs and proactively address potential challenges.

- Advocate for customer needs and provide constructive feedback to internal teams.

Product Adoption & Onboarding:

- Guide customers through the onboarding process, ensuring a smooth and successful transition.

- Educate customers on product features and functionalities through personalized training and support.

- Assist customers in maximizing the value of our products by identifying and recommending relevant solutions.

- Track customer usage and identify opportunities for increased product adoption.

Customer Support & Issue Resolution:

- Provide timely and effective support to customers via various channels (e. , email, phone, chat).

- Diagnose and troubleshoot customer issues, escalating complex issues to relevant teams when necessary.

- Monitor customer satisfaction levels and proactively address any concerns.

Data Analysis & Reporting:

- Collect and analyze customer data to identify trends, identify areas for improvement, and measure the success of customer success initiatives.

- Prepare regular reports on customer health, product usage, and key performance indicators (KPIs).

Continuous Improvement:

- Gather customer feedback and share insights with product and engineering teams to inform product development and enhancements.

- Identify and implement process improvements to enhance customer experience and operational efficiency.

- Stay up-to-date on industry best practices and emerging technologies.

Minimum Qualifications:

- 2-5 years of experience in customer service, account management, or a related field.

- Proven experience in building and maintaining strong customer relationships.

- Excellent communication and interpersonal skills, both written and verbal.

- Strong analytical and problem-solving skills.

- Proficiency in using customer relationship management (CRM) systems.

- Experience in the Ed-tech, Banking, or Fin-tech industry is preferred.

- Fluency in English and Hindi is mandatory.

- Master's/ Bachelor's degree or equivalent