Customer Success Manager

LOCATION: VADODARA, GUJARAT (ON-SITE)

BUDGET: 12 to 20 LPA

Job Purpose:

As a Client Success Manager, you will be responsible for managing customer projects and providing

exceptional service to our customers. You will oversee the coordination of internal teams to

complete projects within a specified timeframe and ensure customer satisfaction. In addition, you

will be responsible for providing technical support, training, and problem resolution for our

customers.

Responsibilities:

• Manage customer projects, completing the Discovery phase and coordinating with customers and

internal teams.

• Provide customer service, resolving escalated cases and ensuring timely solutions.

• Log activities and ensure services are paid for.

• Plan and deliver trainings for customers, acclimatizing them with Windowmaker.

• Provide regular reports to management.

• Oversee the Customer Support and Data team.

Key Tasks:

• Communicate with clients, reduce turnaround time, and assign work to resources.

• Prepare productivity reports and schedule resources for service requests.

• Improve processes and provide effective support to customers.

• Ensure regular customer training on latest releases.

• Provide technical support to sales staff and help with technical demos.

• Develop reports to improve efficiency and quality of deliverables.

• Identify training needs and schedule sessions.

• Oversee operational duties of the customer service team

• Maintain records or tickets of all interactions with customers

• Train new employees

• Maintain customer satisfaction by providing problems-solving resources

• Research and implement new ways to improve the customer experience

• Implement best practices in customer service management

• Contributes customer service information and recommendations to strategic plans and reviews.

Skills:

• IT background.

• Excellent communication skills in English.

• Analytical and technical mindset.