Associate Customer Success Manager

Superset; Bengaluru; On-site; INR 500,000 - 750,000; Full time

Job summary

Superset in Bengaluru is hiring an ACSM to support university clients through initial on-site implementation and foster long-term relationships. You will manage stakeholders, deliver platform trainings, and ensure a smooth rollout that meets client goals.

You should communicate clearly, listen carefully, and align product usage with client needs. Prior SaaS or cross-functional teamwork helps, and you will contribute to adoption metrics and renewals while growing with the product.

Qualifications

• 1+ years of experience in account management/customer success/client-facing role/operations.
• Excellent communication abilities including the ability to listen, understand, assist rightly to the clients.
• Maintaining relations is more about understanding people's psyche than just providing feature resolutions.
• Passionate about product craftsmanship and care about great customer experience; experience working with cross-functional teams in a SaaS or software company is an added advantage.

Responsibilities

• Managing multiple stakeholders and understanding their respective business needs throughout the customer lifecycle.
• Providing good customer experience by ensuring that Superset is successfully and smoothly rolled out to the customer; provide software platform training to placements staff and help them set-up the platform.
• Handling escalations and ensuring long term working relationship with the respective university POCs.
• Help potential clients with respect to the platform use, best practices, and promote adoption.
• Keeping a track of adoption metrics to preempt churn rate and managing renewals.

Skills

Communication skills

Relationship management

Customer focus

Cross-functional collaboration

Job description

What will you do?

As an ACSM at Superset, you’ll be responsible for handling our university clients/customers, handholding during initial on-site implementation of the software platform and building long-term relationships with them.

• Managing multiple stakeholders and understanding their respective business needs throughout the customer lifecycle,
• Providing good customer experience by ensuring that Superset is successfully and smoothly rolled out to the customer - provide software platform training to placements staff and help them set-up the platform,
• Handling escalations and ensuring long term working relationship with the respective university POCs,
• You’ll be required to help potential clients with respect to the platform use, best practices, and promote adoption,
• Keeping a track of adoption metrics to preempt churn rate and managing renewals.

This is a role with huge responsibility as you would be entrusted with customer success and student

Requirements | You’ll be a great addition to the team if:

• You have 1+ years of experience in account management/customer success/client-facing role/operations,
• You have excellent communication abilities including the ability to listen, understand, assist rightly to the clients,
• You understand that maintaining relations is more about understanding people's psyche than just providing feature resolutions,
• You are passionate about product craftsmanship and care about great customer experience,Your experience working with cross-functional teams in a SaaS or a software company would be an added advantage.

How can Superset help you on your journey?

• Two things are well ingrained in our culture:
  • We need people to take ownership = we don’t micromanage/follow-up on our people because we trust them to deliver the best work possible
  • We ensure to provide resources and remove bottlenecks that deter our people from delivering the best of their work
• If you’re at a stage in life where you are looking for challenges, you’re at the right place,
• We’re a team of proactive, versatile, independent and collaborative mindsets. We provide the liberty to experiment and be creative wherever necessary, and get things
• We understand that making mistakes comes in handy when you’re growing in your career. As long as you’re learning from your mistakes, you’ll fit well with us,
• Our people have the freedom to approach, own, and solve problems creatively,
• Our customers rely on our products to do their most important work, which means they rely on us to build things the right way,
• We’re inclusive of a product team who is always listening, deliberating, and delivering.