Customer Success Manager
3 days ago
About UTAK
UTAK is a dynamic and innovative company dedicated to providing exceptional customer service. We are seeking a highly skilled Customer Success Manager to join our team.
Job Description- Taking on a leadership role, formulate and execute strategic plans in line with company objectives.
- Setting and ensuring the reach of relevant team KPIs to maintain excellent performance.
- Developing data-driven strategies for high-quality after sales support.
- Providing live chat support and troubleshooting to clients in various channels.
- Addressing inquiries, concerns, and tech issues related to the POS system, hardware, and more.
- Prioritizing speed and quality of responses while aiming for effective resolutions.
- Handling phone calls when necessary to ensure comprehensive client support.
- Acting as a liaison between clients and internal teams, effectively conveying client needs.
- Collaborating with cross-functional teams to address and resolve client concerns.
- Continuously improving template messages for efficiency and consistency.
- Helping create one-page guides, tutorial videos, and other materials to address common inquiries and enhance client self-service options.
- Utilizing client feedback to suggest improvements to products and services.
- Updating trackers to maintain accurate records of client interactions, resolutions, and KPIs.
- Disseminating product updates and important information in client group chats.
- Assisting in onboarding potential new accounts referred by existing clients or related contacts.
- Identifying upselling opportunities and contributing to customer expansion efforts.
Responsibilities:
- Foster strong relationships with clients to ensure their needs are met.
- Develop and implement effective solutions to client concerns.
- Drive business growth through upselling and customer retention strategies.
- Provide expert knowledge and guidance to clients on our products and services.
Requirements:
- 2-3 years of leadership experience in business, communications, customer support, or a related field.
- Strong written and verbal communication skills.
- Comfortable using live chat platforms and phone calls to engage with clients.
- Detail-oriented with a commitment to providing top-notch client experiences.
- Ability to manage multiple client interactions simultaneously.
- Problem-solving skills and ability to address client concerns effectively.
- Proficient in using technology tools and software.
- Enthusiasm for working in a dynamic and fast-paced startup environment.
- High degree of patience, empathy, and warmth.
- Adaptable and able to learn systems and processes quickly.
- Initiative-driven with a sincere passion for helping MSMEs.
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