Customer Success Manager

Customer Success Manager for Edisapp School Management Software & Apps

Job Purpose:

To proactively drive product adoption and user engagement initiatives for our key customers, we are looking for enthusiastic, passionate, highly organized, and user-focused Customer Success Managers who can take up the responsibility of developing, implementing, assessing, and improving user onboarding and user engagement initiatives.

Job Descriptions:

Acquire an in-depth proficiency in the primary functions and technical workings of Edisapp School Management Software / School ERP / Mobile Apps and all other Eloit services.Gain thorough knowledge about the audience and industry to create relevant training programsBuild and promote strong, long-lasting customer relationships by partnering with them and understanding their needs.Build customer trust by gaining product and industry knowledge and understanding their requirements. Establish trusted advisor relationships with customers, Eloit sales, and support personnel.Be the voice of the customer within Eloit. Driving issue/request to resolution, regardless of what department owns the issue. Acting as a bridge between Users & Eloit.Communicate clearly and precisely with customers in written and verbal form, maintaining accurate and timely records in the case tracking system.Drive product adoption and usage through the customer/user lifecycle.Drive proactive and simplified customer interaction for technical and non-technical issues.Perform Ticket analysis and response for all escalated tickets:Troubleshoot and issue replicationPerform technical escalation management functions as required for all issues requiring assistance from other Departments and Partners.Manage personal ticket workload to meet department SLAs and CSAT goals, with expected clarity and quality of documentation.Collaborate with Tier 1/2 teams and the department QA team for process improvement and training.Provide necessary ERP functional training at the client site / online.Training the users about the new development / new modules in Software.Evaluate and understand the customization requests, customer’s business requirements, needs, and objectivesUnderstanding end-user problems over calls/emails & help them with the earliest possible solution.Prepare and deliver MIS & Analytical reports upon user request.Identify areas of improvement in the current School ERP Software and report to the product team.Perform daily activity reporting against plans and schedules.Maintaining a record of allocated vs completed vs Pending tasks.Perform regular customer health checks by recording changes in product usage and helping improve productMust be willing to travel across the region assigned to Client LocationsMaintain compliance with all company policies and procedures

Education and Relevant Experience

BTech / MTech, BCA/MCA, MSc(IT/Computer)

Technical Skills: (must have)

Excellent interpersonal communication skills with a demonstrated aptitude for speaking and presenting to both technical and general audiences in an engaging mannerExcellent spoken and written English skillsExcellent listening, negotiation, and communication skillsExcellent organization and presentation skillsExcellent telephone etiquette and willingness to engage with customers and users in person, by phone or digitallyGood documentation and analytical skills, with the ability to translate data into insightsKnowledge of Microsoft office suite (PowerPoint, Excel, Word & Outlook)

Additional Skills: (nice to have)

Experience using Customer Success tools or PlatformsExperience having handled Edtech products would be an added advantage

Job Type:

Full-time

Salary & Benefits:

₹12,000.00 - ₹20,000.00 per monthPerformance bonusProvident Fund + ESITravel AllowancesCell phone reimbursementInternet reimbursement

Schedule:

Monday to Friday: + am to 6 pmSaturday: + am to 1 pm

Experience:

2+ years (Preferred)Freshers can also apply

About Eloit:

Eloit Innovations is empowering the global education ecosystem with trailblazing technologies to achieve benchmarks in academic quality, accreditations, rankings, and ratings. A notable player in the school ERP industry, Eloit is ISO +001 & ISO 27001 certified and has a clientele of 700 plus including governments, educational councils, universities & schools across the globe.

Job Types: Full-time, Fresher

Salary: ₹12,000.00 - ₹20,000.00 per month

Benefits:

Cell phone reimbursementInternet reimbursementProvident Fund

Schedule:

Monday to Friday

Supplemental pay types:

Performance bonus

Ability to commute/relocate:

Guwahati, Assam: Reliably commute or planning to relocate before starting work (Required)

Experience:

total work: 2 years (Preferred)

Work Location: One location

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