Posted Jul 19, 2019 11 views
Job Overview:
We are looking for an Assistant Manager for our Customer Success department. The ideal candidate should be a tech savvy, possess strong customer empathy, and ensure growth (ROI), retention and customer satisfaction. He will take care of a broad range of tasks such as minimize churn, proactively create engagement with high value customers for retention and upselling, and to drive maximum value by ensuring the best experience. He will be developing strategies to help marketing and product managers in aligning the right expectations of customers with our service by improving messages on our platform and website. He will also be assisting HoD by monitoring and enabling team members to identify up-sell opportunities and prepare a weekly report of their performance.
Responsibilities and Duties:
- Answer Level 3 & Level 4 Customer Contact events for all high value customers
- Proactively monitor Churn through Customer Success Dashboard.
- Own follow-ups and delegate to CSMs where suitable
- Identify post up-sell opportunities and distribute them among CSMs
- Monitor and analyze customer feedback received from Churn, NPS, Onboarding and Nurturing emails
- Prepare weekly performance report of CSMs (upselling, churn, customer engagement activities)
- Handle and resolve escalated and complex customer requests and complaints
- Improve existing processes to reduce churn
- Liaise with product, marketing, and affiliates teams to ensure maximum customer value.
- Contribute to quarterly OKRs and ensure they are planned to maximum customer value and retention.
- Conduct 1on1 with team members to improve their performance and growth.
- Align team with organization vision and team’s mission
Qualifications:
- Bachelors in any discipline (preferred Computer Science background)
- 4-5 years of experience managing small teams
- Extreme analytical & data driven mindset.
- Mentoring and managerial skills.
- Extremely good abstract thinking
- Resilient to pressure and multitasking.
- Knowledge of Linux and web hosting will be a plus
Skills
Job Details
Founded in 2008, Gaditek is a new age technology company that believes in employee-centricity. Over the past decade, we have grown from a team of 3 people and 1 product to over 550 employees, 15 internationally recognized brands in 7 different industries including Managed Cloud Services, Cyber Security, VbaaS, Athleisure, Lifestyle, Media & Publications, and Financial Services. At Gaditek, our employees choose to question and are expected to question everything around them, and then find ways to do things differently. The result? Amazing people, great teams, awesome business units, and people-centric culture that always end up going to new and unknown places.
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