Customer Success Manager

Job hiring for Messe München India (MM-India)

Job Title: Customer Success Manager

Company:

Location: Andheri East, Mumbai (Onsite Role)

About:

Messe Muenchen India is one of the leading organizer of trade fairs in India with a vast portfolio of business-to-business events

Must-have

a. 7+ years of experience

b. Experience with CRM/Ticketing tools

c. Analytical skills (MS Excel)

Good to have :

a. Experience with Zoho

Key Responsibilities:

Customer Journey Enablement

• Act as the voice of the customer across onboarding, pre-show, on-ground, and post-show phases.
• Resolve exhibitor and visitor queries related to registration, payments, tools, and logistics.
• Create and maintain FAQs, knowledge base articles, and user guides.
• Conduct proactive check-ins with key accounts to pre-empt and resolve issues.

Ticket Management.

• Manage the full lifecycle of customer support tickets using CRM/ticketing tools.
• Ensure timely responses and resolution as per SLAs.
• Categorize and prioritize tickets, and escalate to relevant departments as needed.
• Analyze recurring issues and collaborate internally to fix root causes.

Customer Insights & Process Improvement

• Track and report customer feedback, ticket trends, and satisfaction scores (CSAT/NPS).
• Collaborate with tech/product and ops teams to improve customer-facing processes.
• Share actionable customer insights to inform and improve future trade fair editions.

Key Requirements

• Bachelor's degree with 7–10 years of experience in customer success, service, ops support, or helpdesk.
• Hands-on experience with CRMs or ticketing tools like Hubspot, Freshdesk, or Zoho Desk.
• Strong verbal and written communication skills in English.
• Customer-first mindset with high ownership and accountability.
• Ability to multitask, stay calm under pressure, and handle escalations.
• Strong prioritization and ticket management skills.
• Basic understanding of trade fair or event operations (preferred)