Customer Success Manager Job Vacancies in Bangalore

Job Responsibilities: Drive all post-sales customer engagements to success Drive continuous improvement of customer experience Act as the first point of contact for support Build and expand a robust support team Consistently work on recording feedback via client surveys and make maximum use of feedback to bring changes Collaborate with internal partners in Sales, Marketing, Product, etc. Support revenue through cross-sell and up-sell activities Drive new business growth through referral activity and client advocacy Effectively manage the lifecycle of Customer Success Activities, from onboarding & and training to customer support Engage in maximum review of support operations via analytics, documentation, reports and metrics Effectively communicate review outcomes to strengthen the team and operations Attract and retain high potential individual contributors into team

Role Description Responsible for collecting KYC documents from Partners/Customers and updating loan account status records. Connecting with Partners/Customers to get the right documents in a timely and accurate way, via phone, email or chat. Responsible for verification of the documents received form the Partners/Customers. Maintaining a positive, empathetic, and professional attitude toward customers at all times. Take accountability to learn and understand about the company products inside and out. Keeping records of customer interactions, transactions, comments, and complaints.Requirements: Effective communication, Interpersonal skills and confident speaking skills. Must be able to effectively communicate and deal with partners/customers. Comfortable with multitask, prioritization and time management. Comfortable working with targets. Adhering to regulatory requirements.Qualifications/Eligibility: Experience working with telephonic document collection team with minimum of one year in financial services or loan operations Knowing Multiple languages will be a added advantage Hindi, English, Telugu, Tamil, Kannada, etc Experience with loans systems & CRM such as leads square, Freshdesk, Livechat Etc

The Customer Success Associate (CSA) is a high-energy strategy-focused customer advisor responsible for developing customer relationships that promote retention and loyalty. The CSA will define, develop and execute effective customer adoption and success strategies. The CSA is able to discuss and advise on core functionality & features of the software beyond the fundamentals, and the art of what is possible. The CSA helps customers realize business results by serving as the post-sale conduit for our customers, and also ensures that our engineering teams understand the in-depth feedback through the eyes of our customers.JOB RESPONSIBILITIES Own the complete customer life-cycle of onboarding, adoption, expansion, and renewal. Strive to continually drive faster time to value and improve overall customer satisfaction & reduce churn. Understand customers objectives and how they translate to outcomes. Develop new & improve existing new user guides & documentation of the product features & capabilities. Identify opportunities for up-sell and cross-sell. Bring intelligent product feedback and recommendations from customers back to Product & Tech teams. Conduct ongoing operational reviews and suggest process improvements.

Hire, train and guide Customer Success Advisors(CSA) to meet expected goals.Set monthly CSA goals and measure results vs. goals.Build and maintain strong customer relationship by providing excellent customer service.Identify performance improvement areas and provide recommendations.Communicate CSA performance levels including areas of concern to management.Develop action plans for improving CSA performance.Follow all company and safety guidelines and policies.Develop business improvement initiatives based on current market trends and competitors.Manage CSA's to achieve company goals and objectives.Experience in team handling at Insurance industry will be an added advantage.Current Agency team managers from Insurance industry are still permitted to work a second part-time job with us.

Key responsibilities1. Involve actively in the complete lifecycle from the pilot, onboarding to the complete duration of the subscription period.2. Establish deployment goals and success factors and then develop a plan to carry them out successfully.3. Guide, educate, and train the client teams on product adoption.4. Monitor, document and analyze the progress towards the stated goals and results.5. Have a data-driven approach in providing solutions for the identified usage gaps.6. Build value-based relationships with the clients as the single point of contact.7. Identify right business use cases where Empuls can be applied and work with the clientfor getting them implemented ensuring measurable results.8. Drive opportunities for cross-selling and upselling.9. Negotiating and closing renewals with existing clientele.10. Communicate and brainstorm with the product team on customer feedback and help refine the product roadmap.11. Work with the marketing team to execute customer surveys, case studies, usability tests, etc.f experience in customer success in an HR tech/ SaaS company.? Experience managing customers (Small, mid and large) and handoff from Sales to onboarding to customer success.? Relevant experience in account management and customer success, preferably for SaaS products.? Bachelors/Master's degree in any HR, Tech, MBA etc.? Strong interpersonal skills with excellent listening skills and empathy quotient.? Excellent written and verbal communication.? Self-motivated, team player with a high focus on customer centricity and delight.? Expertise in handling client issues and servicing the client in a fast-paced environment.? Preferred experience in the HR domain and Technical skillsMerlin Gokavi