Account Manager - Customer Success

Zoca; Bengaluru; On-site; INR 500,000 - 800,000; Full time

Job summary

A dynamic technology firm based in Karnataka is seeking an engaging Account Manager. In this full-time role, you'll be the vital connection for customers requiring assistance, ensuring that they receive top-notch support and seamless experiences with Trackman products. Ideal candidates will have 1-4 years in customer service, strong communication skills, and a knack for problem-solving in tech. Join us to empower our clients and enhance their satisfaction!

Qualifications

• 1-4 years of experience in a customer service/support role, ideally within technology.
• Ability to manage multiple cases efficiently and prioritize tasks.
• Experience with remote troubleshooting and technical support.

Responsibilities

• Respond promptly to customer inquiries via phone and email.
• Educate customers on product features and troubleshooting.
• Handle a high volume of customer support requests.
• Conduct proactive outreach to ensure customer satisfaction.
• Assist new customers with onboarding and usage.
• Provide high-quality support and address customer questions.
• Identify and resolve technical issues with Trackman products.
• Collaborate with cross-functional teams for complex cases.

Skills

Customer Service

Churn Management

Retention Management

Resolutions

Customer Success Management

Job description

About Zoca

Zoca is a fast-growing local business marketing platform that helps salons, spas, and wellness businesses attract, convert, and retain more clients through AI-powered tools. Backed by real-time data and automation, we simplify growth for beauty professionals.

About the Role

As an Account Manager you’ll be the frontline connection for customers seeking assistance. This role requires a passion for customer care, strong communication skills, and the ability to solve technical issues with a proactive approach. You’ll play a key role in ensuring our customers have seamless, satisfying experiences with Trackman products, whether assisting them via phone, email, or chat.

Customer Service

• Respond promptly to customer inquiries via phone and email, maintaining professionalism and empathy in every interaction.
• Educate customers on product features, updates, and troubleshooting steps to empower them to utilize Trackman products fully.
• Handle a high volume of incoming customer support requests, maintaining response time and quality standards.
• Conduct proactive outreach to customers following up on recent interactions to confirm resolution satisfaction and offer additional assistance if needed.
• Assist new customers with onboarding by providing personalized guidance through initial setup, configuration, and usage of Trackman products, ensuring they feel confident and fully equipped to use all key features and functionalities.

Customer Support

• Provide high-quality support and guidance to customers, addressing questions, troubleshooting issues, and ensuring efficient resolutions.
• Identify, diagnose, and resolve technical issues related to Trackman products and services, documenting cases thoroughly in our support system.
• Participate in team training sessions, knowledge-sharing meetings, and customer support improvement initiatives to stay current on product updates and new features.
• Engage with international customers and coordinate with translation resources as needed to ensure clear and accurate support across multiple languages.

Internal Processes

• Collaborate with cross-functional teams to elevate complex cases when necessary and follow up to ensure timely solutions.
• Document each interaction thoroughly in the customer support system, ensuring accurate records of issues, resolutions, and follow‑up actions.

Required Skills

• Proven 1-4 years of experience in a customer service/support role, ideally within technology or a related industry.
• Ability to manage multiple cases efficiently and prioritize tasks in a fast‑paced environment.
• Experience with remote troubleshooting, diagnostics, or technical support.

Skills: customer, churn management, retention management, resolutions, customer success management

Job Details

Seniority level: Associate
Employment type: Full‑time
Job function: Sales and Business Development
Industry: Software Development

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