Role overview

Qualifications

Postgraduate in MBA
Has 2-3 years in a leadership role in a similar profile
Experience working in a B2B SaaS organization
Technically proficient

Responsibilities

Lead the Customer Success function by training, engaging and developing your team
Manage the daily activities of Team Leads and below
Develop new strategies to improve overall customer experience and minimize churn
Oversee onboarding, product adoption, retention and growth processes

Key facts

Remote from: Anywhere
Full time
Customer Success Manager (CSM)
English

Hard skills

Product Adoption Strategies Customer Success Management Employee Onboarding Cross-Functional Collaboration Process Management Account Management Customer Retention Customer Engagement Strategy Project Coordination Revenue Growth Online Communication Customer Centricity Process Engineering Stakeholder Communications

Other skills

People Management
Technical Acumen
Customer Service
Non-Verbal Communication
Leadership
Active Listening
Team Building
Social Skills
Coaching
Problem Solving

About the company

MyOperator

Customer Experience & Contact Centers

MyOperator is India's most trusted cloud call management system, simplifying sales and customer service for any-sized business. So far, we have been able to win the trust of over 7000+ clients and are growing bigger with time. MyOperator provides Advanced call management features like: - Toll free phone number/Virtual Phone number - Virtual receptionist or Interactive Voice Response (IVR) - Call tracking & reporting - Inbound and Outbound Calling - MyOperator Dialer App Besides these, MyOperator also provides solutions like call masking, call confirmation, multi-store, and others for enterprises who seek advancement in their customer communication Have questions or simply want to say Hello? Reach out anytime: Call: +91 92129 92129 Email: hello@myoperator.com Visit: MyOperator.com

Company details

Company typeSME

IndustryCustomer Experience & Contact Centers

Company size201 - 500

Links

Website LinkedIn See all jobs

Your match analysis

See how your profile stacks up against this role.

We compared the job requirements to your profile to show where you're strong and where you fall short.

Job description

This is a remote position.

Job Description

The Manager Customer Success will work closely with the Team Leads - Customer Success/support to improve the overall customer experience and to enhance the working of the internal team members. He/She will be reporting to the Senior Manager - Customer Support and work with him to improve the ARPU of the existing clients.

Key Responsibility Area

Lead the Customer Success function by training, engaging and developing your team
Manage the daily activities of Team Leads and below.
Working on new strategies to improve the overall customer experience, and minimize churn.
Responsible for the overall functioning of the processes including onboarding, product adoption, retention and growth.
Coordinating with the marketing department to strategize ways to increase post-sales interactions with clients.
Interacting with the Sales team to work on inter-departmental challenges

Requirements

Requirements

Postgraduate in MBA.
A customer-focused mindset, putting the customer experience first in every action you take
Exceptional account management and customer service skills backed up with excellent written and verbal communication skills
Has been in the leadership role of the similar profile from past 2-3 years
Experience working in a B2B SaaS organization
Technically proficient
Excellent listening skills
Ability to effectively communicate at all levels of the organization.
Excellent problem-solving skills
Extremely process-oriented
Experience leading, coaching, and empowering your team to do their best work

KPI

To increase the count of references to 100% per CSM within 6 months
To reduce the percentage of churn rate to 30% of present churn rate and maintain the same for subsequent months within a year.
To increase the MRR of the non enterprise clients to 20%
To increase the product usage

Benefits

100% Remote Working

ESOPS

Salary: UPTO 13 Lacs Per Annum