Customer Success Manager

Who we are?

We are a health-tech company with a difference. We provide actionable data to the users
by monitoring their vital parameters while they sleep in a non-contact manner. We started
our journey in 2015, and have been impacting lives ever since. 
You can get to know more about us here -

Job Description

We are looking for an experienced Customer Success Manager to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

What will you do while you are with us?

  • Improve customer service experience, create engaged customers and facilitate organic growth

  • Set a clear mission and deploy strategies focused towards that mission

  • Develop service procedures, policies and standards

  • Take ownership of customers issues and follow problems through to resolution

  • Keep accurate records and document customer service actions and discussions

  • Analyse statistics and compile accurate reports

  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

  • Keep ahead of industry’s developments and apply best practices to areas of improvement

  • Control resources and utilise assets to achieve qualitative and q

Skills needed to succeed?

  • Experience in setting up customer service support processes

  • Ability to think strategically and to lead

  • Proven experience in managing a team

  • Excellent knowledge of management methods and techniques

  • Excellent verbal and written communication skills

  • Working knowledge of customer service software, databases and tools

  • Awareness of industry’s latest technology trends and applications

  • Strong desire to help people

  • Experience in healthcare is a plus

Who should join us?

  • Go-getter, ready to build things from scratch

  • Self-directed, resourceful and comfortable with operating in ambiguity

Additional good-to-have(s)

  • In-built empathy for human

  • Compassionate

  • Team work

Experience

  • 3-5 Years of experience