Customer Success Manager

Job Description

About Company: MyOperator is India's leading cloud communications provider, serving 10,000+ businesses with a comprehensive SAAS platform, including Cloud Call Center, WhatsApp API, IVR, Toll-free Numbers, and Enterprise Mobility. Trusted by companies like IRCTC, Razorpay, and Amazon, MyOperator has earned accolades for its excellence in cloud communications. In 2022, it introduced Heyo Phone, an SMB-focused conversation app, backed by super-angels Amit Chaudhary and Aakash Chaudhry. Awarded for ease of use and exceptional customer service, MyOperator is a champion in India's cloud communications segment. Role Overview: The Team Lead Customer Success will work closely with the AMs (Account Manager) - Customer Success/support to improve the overall customer experience and to enhance the working of the internal team members. He/she will be responsible for supervising, managing and motivating team members daily. He/She will be reporting to the Manager - Customer Success and work with him/her to improve the ARPU of the existing clients. Responsible: Directs, administers, and controls the day-to-day operations and activities of facilities and programmes in an assigned area. Participates in the implementation of divisional and company initiatives and strategies Practices cost containment strategies, maintaining profitability and growth of the area. Ensures and promotes the development of the area management team/succession planning through coaching, training, and leadership development. Manage the daily activities of AMs. Ensures compliance with established company and regulatory guidelines and procedures to provide high quality service and outstanding customer care Responsible for the overall functioning of the processes including onboarding, product adoption, retention and growth. Listen to team members’ feedback and resolve any issues or conflicts Recognize high performance and reward accomplishments Suggest and organize team building activities Interacting with the Sales team to work on inter-departmental challenges Qualifications Master’s degree in Business Administration or related field Has been in the leadership role of the similar profile from past 3-5 years Managing performance and profitability Promoting process improvement A customer-focused mindset, putting the customer experience first in every action you take Exceptional account management and customer service skills backed up with excellent written and verbal communication skills Experience working in a B2B SaaS organization will be preferred Technically proficient Dealing with complexity, analyzing information, and implementing company vision Excellent problem-solving skills. KPI Reduce the percentage of churn rate To increase the count of references Regular Team Training To increase the MRR To increase the product usage (mainly of low and medium usage clients) Job Type: Full-time Pay: ₹700,000.00 - ₹800,000.00 per year Schedule: Day shift Ability to commute/relocate: Noida, Uttar Pradesh: Reliably commute or planning to relocate before starting work (Required) Application Question(s): Do you have experience leading team? Education: Bachelor's (Preferred) Experience: Upselling: 1 year (Preferred) Account management: 3 years (Preferred) Work Location: In person