Customer Success Manager

About the job

Profile: Customer Success Manager Experience: 3 Years & above, Salary: Rs 8 LPA-13 LPA Organization - Emplay Analytics Inc Job Location: Remote/Work From Home Working Hours: 3:00 PM – 12:00 AM IST (Monday to Friday) About the Job- We are seeking a “Customer Success Manager“ to join our team. The ideal candidate will have at least 3 years of experience in technical support operations with SLA management responsibilities. Familiarity with ticketing systems like Servicenow; reporting systems like Tableau and PowerBI; and low code automation experience is important. Basic expertise in key technical concepts like SSO, APIs, integrations, and web technologies is highly desirable. Primary Responsibilities * ● Provide quick and effective assistance on technical issues raised by the customer. ● Guide customers remotely through systems configuration, troubleshooting, and maintenance. ● Listen attentively to customers’ questions and concerns and offer optimal solutions. ● Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel. ● Work with product and AI engineers to provide customers with quick turnaround solutions. ● Represent the customer and drive internal teams to resolve issues with hot fixes and patches. Other responsibilities * ● Manage complex client projects from initiation to closure, ensuring timely delivery, quality, and budget adherence. ● Lead client meetings and communicate project status, updates, and risks effectively to clients and internal stakeholders. ● Collaborate with cross-functional teams, including developers, designers, and QA teams, to ensure project success. ● Understand and document feature requirements. ● Determine effort allocation for new or existing SOWs (Statement of Work). ● Build and maintain strong relationships with clients, addressing their needs and resolving issues promptly. ● Act as the initial point of contact for clients, including client developers and business stakeholders. ● Establish, document, and refine Standard Operating Procedures (SOPs) and workflows to improve efficiency and consistency. ● Identify opportunities for automation in support processes to reduce manual effort and improve response times. ● Prioritize customer satisfaction and ensure minimal escalations by maintaining high service standards. ● Regularly report key support metrics and trends to the COO and suggest actionable insights for improvement. ● Lead and mentor a support team of 3-5 members, fostering a collaborative and high-performance culture. Technical Qualifications: * ● Bachelor’s degree in Computer Science, IT, or a related field (preferred). ● 3+ years of experience in technical support, solutions engineering, or customer-facing technical roles. ● Strong problem-solving skills with experience resolving technical issues. ● Proficiency in APIs (e.g., Postman, REST), SSO solutions (e.g., SAML, OAuth), and web technologies (e.g., HTML, JavaScript). ● Experience with SaaS platforms, enterprise tools (e.g., ServiceNow, Salesforce), and startup environments. Interpersonal Qualifications: * ● Excellent communication and project management skills. ● Proven ability to engage in technical discussions and research solutions. ● Experience creating clear and actionable technical training materials (e.g., videos, guides). ● Organization skills to create and maintain SOPs and grow the team. ● Mindset to handle senior management level customer communication and win trust with proactivity. Must-have Cultural Attributes * ● Entrepreneurial: You thrive in a creative, agile environment and are excited to play a significant role. ● All-In: Fully committed to excellence and team success. ● Passionate: Excited about online collaboration and customer success, with hunger and ambition to achieve goals. ● Collaborative: You excel in cross-functional teams and enjoy partnering with customers, engineers, and product managers. ● Go-Getter: You have a “whatever it takes” approach to achieving objectives in a startup environment. Preferred: * ● Technical background (e.g., developer or engineer). ● Experience handling clients and building relationships with stakeholders.

Requirements

• Technical support
• SLA management
• APIs
• Integrations
• Web technologies

Qualifications

• Bachelor’s degree in Computer Science, IT, or a related field

Preferred Technologies

• Technical support
• SLA management
• APIs
• Integrations
• Web technologies