Customer Success Manager Feedback excellence service provider

Feedback Excellence Service Provider

Highlights

• 2.00 - 5.00 Years
• 8.00 - 15.00 INR (Lacs)/Yearly
• Full-time
• Full-time

Roles & Responsibility

Key Responsibilities

• Client Onboarding & Platform Implementation:
  • Lead the end-to-end onboarding process for new clients, ensuring smooth setup and configuration of the platform.
  • Work closely with internal technical teams to customize platform features, integrate with existing client systems, and meet specific business requirements.

• Customer Support & Relationship Management:
  • Act as the primary point of contact for clients, addressing inquiries, troubleshooting platform- related issues, and providing solutions to ensure continuous platform utilization.
  • Collect and analyze customer feedback at critical stages (1, 3, and 6 months) to monitor satisfaction, identify areas for improvement, and enhance overall user experience.
  • Drive customer engagement and maintain strong, proactive relationships to ensure retention and minimize churn.

• Product Adoption & Continuous Education:
  • Facilitate ongoing product training and enable clients to leverage the full capabilities of the SurveySensum platform.
  • Drive product adoption by effectively communicating new features and functionalities, ensuring clients are consistently up-to-date with platform enhancements.
  • Support clients in applying new features to their specific use cases, maximizing the value derived from the platform.

• Future Growth & Expectations
  • Take ownership of building and leading the customer success team.
  • Foster a high-performance culture, ensuring alignment with organizational goals and client success metrics.
  • Develop and implement best practices for customer onboarding, support, and engagement to optimize client outcomes.

Qualifications

• 2 to 3 years of experience in Customer Success, preferably within SaaS or a technology-driven environment.
• Strong communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders.
• Experience in managing customer relationships, troubleshooting technical issues, and providing tailored solutions.
• Proficiency in project management tools and methodologies to ensure seamless project execution.
• Will take ownership of leading the team to achieve organizational goals

Requirements

Key Responsibilities

• Client Onboarding & Platform Implementation:
  • Lead the end-to-end onboarding process for new clients, ensuring smooth setup and configuration of the platform.
  • Work closely with internal technical teams to customize platform features, integrate with existing client systems, and meet specific business requirements.

• Customer Support & Relationship Management:
  • Act as the primary point of contact for clients, addressing inquiries, troubleshooting platform- related issues, and providing solutions to ensure continuous platform utilization.
  • Collect and analyze customer feedback at critical stages (1, 3, and 6 months) to monitor satisfaction, identify areas for improvement, and enhance overall user experience.
  • Drive customer engagement and maintain strong, proactive relationships to ensure retention and minimize churn.

• Product Adoption & Continuous Education:
  • Facilitate ongoing product training and enable clients to leverage the full capabilities of the SurveySensum platform.
  • Drive product adoption by effectively communicating new features and functionalities, ensuring clients are consistently up-to-date with platform enhancements.
  • Support clients in applying new features to their specific use cases, maximizing the value derived from the platform.

• Future Growth & Expectations
  • Take ownership of building and leading the customer success team.
  • Foster a high-performance culture, ensuring alignment with organizational goals and client success metrics.
  • Develop and implement best practices for customer onboarding, support, and engagement to optimize client outcomes.

Qualifications

• 2 to 3 years of experience in Customer Success, preferably within SaaS or a technology-driven environment.
• Strong communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders.
• Experience in managing customer relationships, troubleshooting technical issues, and providing tailored solutions.
• Proficiency in project management tools and methodologies to ensure seamless project execution.
• Will take ownership of leading the team to achieve organizational goals