Manager - Customer Support - B2B SaaS Vertical (10-15 Yrs) Hyderabad (After-Sales/Customer Service)

-Work alongside & learn from best in class talent-Leadership Role-A role that offers a breadth of learning opportunitiesOur client is a young start-up which has built a disruptive product PRM360. Our client is a global e-Procurement solution provided to their clients.The JobYou will be responsible for :- Driving product adoption and customer value at key accounts and identifying additional opportunities for customer expansion.- Collaborating with the sales team on account strategy development for assigned customers.- Defining best practices, metrics and goals and leading the Customer success teams towards achieving these.- Ensuring a high degree of customer renewals.- Building strong product expertise and providing training & ongoing support to key accounts as required.- Providing feedback and advocacy on customer pain-points to internal teams.
-Ensuring strong customer service levels are met in line with Company objectives.- Supporting the customer service team in resolving escalated issues or complaints.- Collaborating effectively with supply chain, sales and other teams to ensure prompt and accurate order processing and delivery.- Developing plans to improve customer experience and satisfaction along with other internal stakeholders.- Recruiting, training, coaching and performance managing the customer service team.- Managing a team of 6-10 people.Ideal Candidate- You have at least 10 years experience within a Customer Service or Customer Success role, ideally within the IT Services and Software / SaaS industry.- You possess excellent interpersonal as well as written and verbal communication skills.- You have working knowledge of b2b saas, saas, enterprise clients, customer success, customer support, production support, customer experience and customer support b2b saas- You are highly goal driven and work well in fast paced environments- You are a strong networker & relationship builder- You are a strong mentor and coach who can build high performing teams- You are willing to undertake 0-30% travel. (ref:updazz.com)

Payroll Type : Permanent