WizIQ - Customer Success Manager

About WizIQ

Founded in 2007, WizIQ is one of the world's largest cloud based education platforms. Over 400,000 educators have leveraged WizIQ to deliver learning services to 4 Million+ learners across 200 countries. WizIQ's award winning Virtual Classroom solution that enables online delivery of live instructor-led learning, has received acclaim from education service providers from around the world.

The WizIQ Online Academy Builder represents an evolutionary leap in education technology by empowering education service providers to set up their own customized academies within minutes. Online Academy Builder is designed to increase learner engagement through cutting-edge features, such as mobile learning, video streaming, live online classroom, discussion boards, assessments, insights and analytics.

By taking away the complexities of development and the burden of setup costs and server infrastructure this solution allows educators to focus on what they know best. Besides, the in-built e-commerce capability enables them to monetize their services and rapidly expand their reach to newer markets.

We are looking for a passionate, creative and experienced Customer Success Manager. The ideal candidate should have the ability to empathize with the users and a passion for providing an exceptional customer service. Someone who is willing to go the extra mile to build strong and lasting business relationships with the customers. Someone who should know what it takes to achieve customer delight and enhance customer experience.

Our users include, professors, tutors, K-12 and college educators from colleges, universities, and training institutes, in over 100 countries. You will be required to interact with them through various channels like phone, email, chat, and social media platforms.

Main Job Responsibilities:

Proactively analyzing customer usage and experience data.

Working as an account manager and ensuring that the customers are happy with the product and all of their issues/queries are resolved satisfactorily.

Acting as an e-learning solution specialist and keeping abreast of the latest e-learning technology and industry trends.

Reducing customer churn or attrition, focusing on up-selling, and driving renewal revenue.

Maintaining the detailed customer communication data in a structured manner.

Desired Profile:

3+ years of experience in technical/software support, Inside Sales, CSM, preferably from engineering/technical background.

Up-to-date on the latest technologies and Internet trends. Good knowledge of Operating Systems, hardware, common software, MS Office and social media platforms.

Excellent communication skills (written, verbal & listening), with the ability to interact effectively with native English speakers from North America and Europe.

Habitual reader and quick learner as candidate needs to get in-depth knowledge of e-learning industry and learn new tech skills like SQL, advanced excel for data analysis and reporting.

Flexibility to respond and adapt to dynamic business needs.

Exhibit an entrepreneurial attitude, and take ownership of tasks/projects to meet the business needs of customers. Never hesitate to do anything which helps the end user.

Creative, friendly, analytical, organized, and efficient, with great problem-solving skills and the ability to maintain composure in stressful situations.