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    LogicLadder - Manager - Customer Success - Gurugram, India - LogicLadder Technologies

    LogicLadder Technologies
    LogicLadder Technologies Gurugram, India

    1 day ago

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    Description

    Manager - Customer Success

    As the Manager of Customer Success, your main task is to ensure the success and satisfaction of our clients.

    This position involves overseeing a team of customer success representatives, creating strategies to enhance the customer experience, and collaborating with other departments to address customer needs effectively.

    The perfect candidate will have 7-8 years of experience in customer success roles, a profound understanding of SaaS products, outstanding communication skills, and a strong commitment to delivering top-notch service.

    Primary responsibilities include:

    • Lead and supervise a team of customer success representatives to achieve departmental goals.
    • Develop and execute strategies to improve customer satisfaction and retention rates.
    • Work closely with sales, product development, and marketing teams to spot opportunities for enhancing the customer experience.
    • Hold regular meetings with clients to grasp their needs, address concerns, and gather feedback.
    • Analyze customer data and metrics to monitor progress, detect trends, and make informed decisions.
    • Offer training and resources to customers to help them make the most of LogicLadder's products and services.
    • Act as a bridge between customers and internal teams, standing up for customer needs and priorities.
    • Resolve escalated customer issues promptly and effectively to ensure a positive outcome.
    • Stay updated on industry trends and best practices in customer success to continuously improve strategies and procedures.
    • Prepare reports and presentations on customer success metrics, performance, and initiatives for senior management.

    Requirements:

    • Bachelor's degree in Business Administration, Marketing, or related field; MBA preferred.
    • 4-8 years of experience in customer success or related roles.
    • Demonstrated success in leading teams and achieving results.
    • Experience in a SaaS or technology company is advantageous.
    • Proven track record of enhancing customer satisfaction and retention rates.
    • Thorough knowledge of customer success principles and best practices.

    Good to have skills:

    • Experience with customer success platforms like Gainsight or Totango.
    • Knowledge of renewable energy or sustainability sectors.
    • Familiarity with agile methodologies.
    • Experience with enterprise-level clients.
    • Project management capabilities.
    • Certification in customer success or related field.

    You are likely to excel in this role if you:

    • Are energetic, efficient, a self-starter with excellent communication skills.
    • Have a passion for working in a dynamic and collaborative environment.
    • Are goal-oriented and data-driven.
    • Have a friendly personality that fits well in an innovative and lively startup atmosphere.

    Benefits:

    • Medical Insurance for self and spouse provided by the company.
    • Great exposure to the fastest-growing market.
    • Amazing company culture.
    • Additional benefits such as Sodexo coupons coming soon.
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