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Technical Support Manager

Technical Support Manager

Picky Assist

4 - 9 years

6 - 10 Lacs

Thiruvananthapuram

Posted:5 months ago| Platform:

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Skills Required

Technical Support Manager

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are seeking an experienced Technical Support Manager for CRM Implementation to work closely with the internal core software development team as well as different team members and successfully complete the CRM & Automation implementation as per the customer requirements, ensuring high levels of customer satisfaction. The role involves managing and mentoring the Customer Success team, supporting them in their roles, and overseeing their performance.

Key Responsibilities:

Identifying customers' requirements and onboarding customers with our no code software.
Integration with 3rd party software using our no code API & Webhook builders
Troubleshooting the logically issues in the software products and educate the customers on proper usage of different features.
Frequently conducting webinars, training, creating blogs, case studies, use cases and ensures customers are happy with the software products.
Develop and sustain strong customer relationships to enhance satisfaction.
Increase the product usage ratio by educating the customers about different possibilities and values the product can add to their business
Lead and guide the Customer Success team, providing support and overseeing their work.
Conduct regular business reviews to gauge customer satisfaction, identify opportunities, and address concerns related to various SaaS product lines.
Provided technical support and guidance on software features and functionalities.
Collect and analyze customer feedback to drive product development and improvements.
Identify and pursue upselling and cross-selling opportunities to expand customer relationships.
Collaborate with internal teams including sales, marketing, product development, and customer support to ensure a seamless customer experience.
Minimise the Churn ratio by providing high-quality customer support and experience

Skills and Qualifications:

Bachelors degree in IT, Computer Science.
Strong logical reasoning skills with the attitude to get this done
Basic understanding of any programming language
Strong background in software project management.
Effective people management and leadership skills.
Excellent communication, negotiation, and presentation skills.
Familiarity with customer success methodologies and SaaS industry trends.
Proficiency in CRM and data analysis tools for customer tracking and reporting.
Ability to manage multiple SaaS product lines and customer segments.
Should be a proactive communicator

What We Offer

A competitive salary with performance incentives.
A supportive and inclusive work environment.
Opportunities for professional development and growth.
Comprehensive training and the chance to work with a dynamic team.

Language:

English (Mandatory)
Hindi
Preference will be given to those who can speak multiple languages

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Technical Support Manager