Customer Success Manager

Department: Customer Success 

We are seeking a dynamic and customer-focused Customer Success Manager to join our team. As a CSM, you will play a pivotal role in ensuring our customers achieve maximum value from our products and services. You will build strong relationships with our clients, proactively monitor their success, and address any challenges they may encounter. 

What will you do:

• Customer Onboarding:
  

• Conduct thorough onboarding sessions for new customers, ensuring a smooth transition.
  

• Provide comprehensive training and documentation to help customers maximize product usage.
  

• Holding product demonstrations for customers. 
  

• Customer Relationship Management:
  

• Build and maintain strong relationships with assigned customers.
  

• Proactively reach out to customers to understand their needs and goals.
  

• Conduct regular check-ins to assess customer satisfaction and identify potential issues.
  

• Analyzing customer data to improve customer experience.
  

• Product Adoption and Usage:
  

• Monitor customer usage metrics and identify opportunities for increased adoption.
  

• Provide guidance and support to help customers achieve their desired outcomes.
  

• Collaborate with product and engineering teams to address customer feedback and feature requests.
  

• Customer Success Planning:
  

• Develop and execute strategic customer success plans, aligning with individual customer goals.
  

• Set clear objectives and track progress towards achieving these goals.
  

• Issue Resolution and Escalation:
  

• Efficiently resolve customer issues and inquiries, escalating complex problems as needed.
  

• Collaborate with internal teams to ensure timely and effective resolution of customer problems.
  

• Renewal and Expansion:
  

• Identify opportunities for upselling and cross-selling to existing customers.
  

• Proactively manage customer renewals and contract expirations.
  

• Work closely with the sales team to drive revenue growth.
  

• Sustaining business growth and profitability by maximizing value.
  

Requirements

Apply if you have:

• Bachelor's degree in computer science, engineering or a related field.
  

• 5+ years of experience as a Customer Success Manager or in a similar role.
  

• Strong understanding of customer success principles and methodologies.
  

• Excellent communication and interpersonal skills.
  

• Ability to build strong relationships with customers at all levels.
  

• Strong problem-solving and analytical skills.
  

• Ability to manage multiple priorities and work under pressure.
  

• A passion for helping customers succeed.
  

• Technical skills required, as they relate to the use of the product or service 
  

• Experience in managing a diverse group and training each according to company standards
  

• Experience in B2B SaaS based products 
  

• Experience handling Indian Banks and NBFCs
  

• Experience analyzing and optimizing the existing processes in the Customer Success department
  

• Deep understanding of customer concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
  

Apply if you have:

Benefits

What We Offer:

• Impactful Product: At Synoriq, you get to work on exciting products and software that create a huge impact in the lives of common people. You get exposure to the financial sector. With projects of such scale, we work on the latest technologies in the market. 
  

• Great Nucleus of Minds: You get to work with the smartest people and learn together. Our team is a bunch of talented designers, engineers, singers, storytellers, and dancers.
  

• Fun: We understand that there is a life outside the office too. We offer flexibility in your work schedule and work from home so that you give your best every day.
  

• Leadership Initiatives: We promote the overall development of an individual and help you realize your professional goals. There are ample learning opportunities providing exposure to different domains and to work in cutting-edge technology.
  

About Synoriq

Synoriq is a core lending product company that offers solutions for banking and financial services. At Synoriq, our purpose is to build a better world through technology. Headquartered in Jaipur, India, we are a team of 150+ lending experts, designers and engineers. We believe problems of any complexity can be solved if you have great leaders. Our utmost focus is on leadership and we thrive to create outstanding leaders who deliver on our promises to all the stakeholders. By creating leaders, we play a critical role in shaping a better world for our people, our clients, our communities, and our nation. By creating a work environment that is exciting and flexible, and by fostering growth through ongoing learning and development programs, we empower our employees to achieve their professional and personal goals. We work with some of the big names in the industry. Some of our clients include:

• Financial Services: Finova Capital, Spandana, SPFC, SG Finserve, CSL, and more (30+ Customer)
  

Promoter Profile

Mudit Jain is the CEO and Founder of Synoriq. He is an IIT Bombay Alumni with experience of 14+ years of working with various banks, HFCs, and NFCs. He served as the Country Head for Finmechanics at a very young age of 24. He has also worked with PwC and Diamond Consulting after graduating from IIT Bombay. Before starting Synoriq, he was the co-founder of Qriyo - India’s first managed home tuition app.