Customer Support Manager

Smarterhomes Technologies Private Limited

Responsibilities :

Get involved in the entire customer lifecycle from on-boarding through the duration of their subscription period.

Manage, coach, and motivate Customer Success Managers across locations

Establish performance metrics for CSM across locations

Provide product training to the team and customers to realize the potential of SH Products.

Identify product usage gaps and provide actionable solutions to the customers.

Build value-based relationships with customers.

Conduct Strategic Business Reviews to understand customer lifecycle milestones, communicate the value of our product, and showcase ROI.

Ensures customers get fast time-to-value .

Personally participate in strategic or highly visible customer meetings, Executive briefings, and quarterly business reviews to gain customer perspective.

Enhance effectiveness and efficiency of Customer Success Managers through application of structured, global methodologies, tools and framework.

Optimize the Customer Lifecycle by imposing a programmatic approach to information gathering.

Drive desired customer outcomes through a consultative approach.

Identify appropriate business use cases where SH products can be deployed.

Communicate and brain-storm with the product/Project team on customer feedback and help refine product roadmap.

Work with the marketing team to execute customer surveys, case studies, etc.

Identify and Process Success milestones for the customers.

Optimize existing processes within the company and actively enhance all Customer Success initiatives.

Drive customer advocacy through reviews, testimonials, customer meetups; and create a center of excellence within the customer's organization.

Identify outstanding subscriptions, investigate historical data for each outstanding bill, subscription, project execution payments, contact customers for their overdue payments.

MUST HAVE

Valid driver's license (2/4 wheeler)

Exp. in B2B,B2C/ SaaS/BaaS/FinTech/Bank/NBFC or Tech Product based company.

Experience : 5 - 8 Years

No. of Openings : 6

Education : Any Bachelor Degree, M.B.A/PGDM

Role : Customer Support Manager

Industry Type : Water Treatment / Waste Management

Gender : [ Male / Female ]

Job Country : India