Client Success Manager

POST A RESUME HR Consultancy; Vadodara; On-site; INR 500,000 - 800,000; Full time

Job summary

POST A RESUME HR Consultancy is seeking a Client Success Manager in Vadodara, India. The role entails managing customer projects and ensuring satisfaction by coordinating with internal teams. You will provide technical support, manage escalated cases, and deliver training.

This position requires an IT background and excellent communication skills in English. Working hours are from 9:30 AM to 6:30 PM, 5 days a week, with a focus on enhancing customer experience and productivity.

Qualifications

• Background in IT is essential for understanding customer projects.
• Excellent verbal and written communication skills in English are required.
• Strong analytical and problem-solving skills to support customers effectively.

Responsibilities

• Manage customer projects from start to finish, ensuring satisfaction.
• Provide training and technical support to customers.
• Log activities and ensure service payments are processed.

Skills

Excellent communication skills in English

Analytical mindset

Technical mindset

Education

IT background

Job description

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

Skills

• IT background.
• Excellent communication skills in English.
• Analytical and technical mindset.

Working Hours

9:30 AM to 6:30 PM - 5 days