CSM Lead

PhaseZero.ai; Bengaluru; On-site; INR 1,500,000 - 2,300,000; Full time

Benefits offered by this job

Competitive compensation package

Comprehensive health benefits

Flexible work environment

Holidays and PTO

Rewards and recognitions

Job summary

PhaseZero.ai is seeking a motivated CSM Lead to drive customer success for our SaaS platform in Bangalore. You will coordinate with engineering teams to resolve issues, analyze usage metrics, and drive adoption of PhaseZero solutions.

Ideal candidates have 5–7 years of Level-1 SaaS support experience for US/Canada customers, ITIL certification, and strong CRM and integration tech knowledge. Excellent communication and problem-solving skills are essential.

Qualifications

• 5–7 years of Level-1 support with enterprise SaaS and US/Canada customers.
• ITIL certification is required.
• Experience with CRM solutions like Salesforce/ServiceNow/Oracle/Siebel/Zoho/JIRA CRM.
• Strong verbal and written communication skills.
• Knowledge of data formats XML/JSON and integration tech (Camel, Spring).
• Bachelor's degree in engineering from a reputed college/university.

Responsibilities

• Be the voice of customers and coordinate resolutions with cross-functional product engineering teams.
• Lead customer success initiatives and drive adoption of PhaseZero SaaS solutions.
• Analyze customer usage metrics and act on insights to prevent issues.
• Learn products quickly, anticipate challenges, and improve customer-facing processes.
• Maintain high responsiveness while collaborating respectfully across teams.
• Meet or exceed KPIs and SLAs for enterprise and SMB customers.
• Create RCA documents and drive proactive/corrective actions.

Skills

Level-1 support

CRM concepts

Data analysis

SLA management

Cross-functional collaboration

Education

Bachelor's degree in engineering

Tools

Git

Maven

Camel

Spring integration

XML

JSON

XSLT

Velocity

Job description

PhaseZero Differentiation

PhaseZero is a Cloud 2.0, unified digital commerce, and customer experience management platform company with global offices in San Francisco Bay Area and Bangalore. Our SaaS products and technology platforms are built with cloud native, multi-tenant and micro-services architecture and designed to operate in multiple cloud infrastructures. PhaseZero products and technologies help our customers accelerate their digital sales with our industry leading turnkey SaaS solutions to manage their global B2B, B2C and B2E e-commerce and customer experience needs. PhaseZero CxCommerce digital commerce and customer experience solution is recognized as the "Top 10 Tech Solution Providers for E-Commerce - 2019" by "The Retail CIO Outlook" magazine. Customers - small, medium, and large - are using PhaseZero SaaS platform to manage hundreds of millions of dollars digital commerce sales with thousands of customers. Global Fortune 500 companies such as Dana Corporation (www.Dana.com) and multiple distributor groups including VIPAR (www.Vipar.com) standardized their digital commerce platforms powered by PhaseZero CxCommerce solutions.

At PhaseZero, we are building a great company that is laser focused on the following core values:

• Customer Experience and Success: Our relentless focus and unwavering commitment to ensure successful outcomes for our customers
• Innovation: Our passion to deliver best products built on industry leading technology platforms with continuous improvement of our internal and external processes and collaborations
• Partnership: We believe in win-win partnerships and strive to create value and scaling with our partner eco-system
• Positive Attitude: We approach everything we do every day with a positive mindset
• Teamwork: Our culture and foundation are built on the core principle that none of us are as smart as all of us

Responsibilities

• Your primary role is to be the voice of our customers and drive the delivery of resolutions to customer reported issues by smartly coordinating and collaborating with cross functional product engineering teams.
• You are a self-motivated leader and passionate about our customer success in ways each of our customers use our industry leading customer experience and digital commerce solutions.
• You are a proactive leader and take initiatives every day in analyzing and exploring customer usage metrics of our enterprise SaaS solutions.
• You quickly learn and master our products, solutions, customer specific configurations, the industry trends and anticipate the challenges could be faced by various types of users of our products and identify opportunities to continuously improve any or all customer facing processes.
• You are smart but humble, work hard but effortlessly, and relentlessly driving responsiveness while being respectful to your peers across the cross functional teams.
• You strive to meet and exceed the Key Performance Indicators (KPIs) and the Service Level Agreements (SLA) with our enterprise and SMB customers.
• You are data and process driven analyst, and leverage our real-time analytics solutions to organize, analyze and generate customer specific updates to keep everyone of our customers continue to be thrilled and excited in continuously improving of adoption of PhaseZero CxCommerce solutions.

We are looking for a highly motivated and skilled CSM Lead who can understand both the engineering and business context in a technical ecosystem.

Qualifications

• You bring 5-7 years of Level-1 support experience with enterprise SaaS solutions and some level of working knowledge of e-Commerce, supply chain management or order management solutions.
• You bring proven track record of supporting customers based in US and Canada.
• You bring a minimum 3 years of experience with one or more of the industry leading CRM solutions such as Salesforce, ServiceNow, Oracle or Siebel or PeopleSoft CRM, ZOHO, or JIRA based CRM solutions.
• You have 7 to 10 years of relevant experience working directly with US based customers.
• You are already ITIL certified.
• You have strong experience with your ability to review and assign tickets. Triage the service queue. Manage customer expectations and work with the team to resolve the high priority issues within the SLA. You create the RCA (Root Cause Analysis) documents and follow up proactive and corrective actions.
• You bring a minimum of 3 years of managing multiple customers simultaneously and efficiently by providing them quick solutions for business-critical functions.
• You have working knowledge of project management tools and software hotfix release management processes
• You are very good with verbal and written communications skills.
• You are comfortable and proficient with data formats like XML and JSON, Scripting languages such as XSLT and Velocity, working knowledge of Integration technologies such as Camel, Spring integration etc.
• You are comfortable with source code version control and build tools like Git, Maven etc.
• You have a bachelor's degree in engineering from a reputed college/university.

At PhaseZero, we believe in our people who make it all happen for our customers, our technology platforms, and our SaaS solutions. We take care of our employees every way we can, with competitive compensation packages, comprehensive health benefits for employees and their families, a flexible work environment, holidays and PTO, rewards, and recognitions ... and much more!

Job Type: Full Time

Job Location: Bangalore