Recruitment Executive at Toprankers.com
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TopRankers - Manager - Customer Success (2-6 yrs)
A Customer Success Manager at Ankalan Web Solutions Pvt. Ltd works closely with the Sales, Product and Operations team to help our customers get the most from our products. This role will be dedicated to supporting our clients and ensuring client satisfaction and happiness.
This role will see you utilize your in-depth knowledge and experience of our SaaS product to position yourself as a trusted advisor to clients, uncover their challenges, and educate them on our products.
In order to be successful in this rewarding role, you need to be a born communicator with proven experience in delivering results and meeting customer expectations.
1) CSM is the post-sales customer advocate / lead on a given customer(s) account.
2) CSM is closely involved in critical customer issues and works closely internal teams on prioritizing and managing customer escalations.
3) CSM leads regular- scheduled conference calls to discuss the status of any open cases, operational activity and updates on customer projects and plans
4) CSM will work closely with the Account Managers, Operations Team and Product Team to help our customers get the most from our products and are using our SaaS well.
5) CSM will ensure hiccup free new On boarding customers, helping them set up their account and ensuring they are fully trained on how to use the product.
6) Work with the Operations team and Product team and help them understand how customers are using the product, what challenges they are facing, what features they want and how the customer experience can be improved.