Stackmine Technologies - Manager - Customer Success

Stackmine Technologies - Customer Success Manager

Customer Success Manager works with the customers to understand their needs and map the solutions and best practices. A CSM coordinates with cross-functional teams to ensure a successful transition from deployment/on boarding through ongoing account management.

About Stackmine Technologies :

Stackmine Technologies Pvt. Ltd. a Delhi based, fast-growing software startup, makes Smugglr and WhatsZap. Market leading tools for businesses to acquire and engage their users over Facebook Messenger and WhatsApp.

https://smugglr.co

Smugglr powers 100+ Messenger bots and customer base includes brands like Dainik Jagran, ABP, Posist to name a few.

What will you be working on? What is the problem you will be solving?

- Be the custodian of a great Customer Experience and ensure that they succeed with us.

- Ensure users are on-boarded on the product in the best way possible and are able to use the product efficiently.

- Identify ongoing training needs and gaps for users.

- Manage customer expectations.

- Own customer's concerns, technical issues and support requests from initial report to resolution. Communicating with customers regularly during resolution process.

- Contribute to process and product improvements to give users the best possible experience

What specific skills and traits should this person possess?

- 1-3 years of experience in customer/business facing role (preferable)

- Ability to think on the feet and come up with the solutions for customer problems

- Ability to execute in a fast paced/high flux environment

- Strong communication and listening skills

- Empathise with customers- needs and convey confidence

- Constant learner

- Diligence and attention to details.

- Proficient in learning and using different software products.