Manager Customer Success - Product Adoption at MyOperator

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

Requirements

Must-haves

This is a remote position.
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
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
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

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: zoho-recruit
Effort: medium