Technical Customer Success Manager

QuickReply.ai; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

QuickReply.ai is a cutting-edge WhatsApp Marketing Automation Platform designed for E-commerce stores. In 18 months we’ve onboarded 700+ paying customers globally and achieved a 15x revenue growth.

As the world shifts to WhatsApp for business communication, you will help scale customer success initiatives by onboarding, training, and supporting customers, while collaborating with product and sales to drive renewals and expansion.

Qualifications

• 2-3 years of experience in a technical customer success or SAAS role.
• Strong technical skills with APIs, webhooks, and integrations.
• Excellent communication and ability to build relationships with customers and stakeholders.
• Strategic thinking and strong problem-solving abilities.
• Ability to work independently in a fast-paced environment.
• Experience with WhatsApp Business API is a plus.
• Bachelor's degree in a relevant field is preferred.

Responsibilities

• Serve as the primary contact for customers, understanding needs and providing solutions.
• Manage onboarding, training, and ongoing customer support.
• Develop and execute customer success plans with goals and tracking.
• Collaborate with sales to identify upsell/cross-sell opportunities and renewals.
• Coordinate with product and engineering to prioritize feature requests and fixes.
• Monitor usage data to identify trends and improvement opportunities.
• Provide feedback to product teams on customer needs and market trends.
• Maintain accurate customer records and communicate updates to stakeholders.
• Conduct customer satisfaction surveys and address issues promptly.

Skills

APIs

Webhooks

Integrations

Communication

Problem solving

Education

Bachelor's degree in a relevant field

Tools

WhatsApp Business API

CRM tools

Job description

QuickReply.ai is a cutting-edge WhatsApp Marketing Automation Platform designed for E-commerce stores.

In just 18 months, we’ve onboarded 700+ paying customers globally and achieved a 15x revenue growth.

As the world shifts from email and SMS to WhatsApp for business communication, QuickReply.ai is uniquely positioned to become a category-defining company.

Founded by IIT-Delhi alumni with deep industry experience, we raised seed funding in April 2023 and are now scaling our 35-member team to 50+ as we continue our growth journey.

Responsibilities:

• Serve as the primary point of contact for our customers, understanding their business needs, and providing solutions to their problems.
• Manage customer relationships, including onboarding, training, and ongoing support.
• Develop and execute customer success plans, including setting goals, tracking progress, and reporting on results.
• Work with the sales team to identify upsell and cross-sell opportunities and ensure customer renewals.
• Collaborate with the product and engineering teams to prioritize customer feature requests and bug fixes.
• Monitor and analyze customer usage data to identify trends and opportunities for improvement.
• Provide feedback to the product team on customer needs and market trends.
• Maintain accurate customer records and communicate updates to relevant internal stakeholders.
• Conduct customer satisfaction surveys and follow up with customers to address any issues or concerns.

Requirements:

• 2-3 years of experience in a technical customer success or similar role in a SAAS company.
• Strong technical skills, including experience with APIs, webhooks, and integrations.
• Excellent communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders.
• Strong problem-solving skills and ability to think strategically.
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Experience working with WhatsApp Business API is a plus.
• A bachelor's degree in a relevant field is preferred.