Customer Support Manager

Job Description :

Customer success managers (CSM) supports your customers as they transition from sales prospects to active users of your products.

They are focused on customer loyalty and building strong long-term client relationships with international clients and often stay with the same customers if they continue to work with our business.

CSMs are centered around client steadfastness and building close long haul client connections along with developing a positive customer experience and fostering healthy working relationships with the top management (CXOs and COOs) of the clientele.

Key Responsible Area :
• Overseeing the customer and its stakeholders onboarding process.
• Making sure that customers are actively using the product and are deriving value from the product.
• Evaluates and analyse Customer Needs, defining success metrics with the customer and delivering the same with the GoComet product and service
• Builds Trust and Transparency with Clients and promote Customer Loyalty
• A customer success manager is responsible for the health of your customer relationships. They offer product solutions for pain points and find opportunities to expand your business
• Ultimately, you will work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with us.

You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner

Key Performing Index
• Customer success managers work to solve problems before they happen. Proactiveness
• Customer onboarding TAT and Customer Activation TAT.
• Performance in the Internal Projects, Customer success process improvement projects.
• Understanding client process and Command on GoComet product knowledge
• Contribution to Team Improvement and taking Initiative

About You :
• Strong verbal and written communication
• Analytical and process-oriented mindset
• Comfortable working across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities

Must Haves :
• Taking a consultative approach in helping clients overcome issues and achieve goals
• Command over MS Excel
• Facilitate interaction and workflow between project team members, to ensure deliverables are on time
• Collaborate, problem-solve, and / or strategize situational tasks with team members
• Emotional Intelligence

Bonus Points :
• Knowledge of Logistics Industry
• Proficient in Project Management tools

Skills

Passionate, Communication Skills, Street smart, Negotiation Skills, Flexible and Adaptable

This is a Remote (work from home) position.

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