Customer Success Manager

HR WAYS (PRIVATE) LIMITED

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Key Responsibilities:

Customer Engagement: Conduct regular Zoom calls with customers to understand their needs, provide guidance, and ensure they are leveraging our SaaS solutions effectively.
Customer Support: Offer prompt and effective assistance to customers when they encounter issues or have questions about our products.
Onboarding: Guide new customers through the onboarding process, ensuring they are set up for success from day one.
Follow-ups: Regularly follow up with in-trial users and current customers to check on their progress, gather feedback, and offer additional support as needed.
Customer Retention: Develop and implement strategies to increase customer satisfaction and retention, ensuring a high renewal rate.
Feedback Collection: Gather and relay customer feedback to the product and development teams to help improve our offerings.
Customer Education: Create and conduct webinars, training sessions, and other educational initiatives to help customers fully utilize our SaaS products.
Reporting: Maintain accurate records of customer interactions and support activities, providing regular reports to management.

Requirements:

Experience: Proven experience in customer success, customer support, or a related role, preferably in the SaaS industry.
Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively.
Technical Proficiency: Comfortable with using Zoom and other virtual communication tools, as well as CRM and customer support software.
Problem-solving: Strong problem-solving skills, with the ability to handle challenging situations calmly and effectively.
Customer-centric: A genuine passion for helping customers and ensuring their success.
Organization: Strong organizational skills, with the ability to manage multiple tasks and priorities simultaneously.
Team Player: Ability to work collaboratively with cross-functional teams.

Preferred Qualifications:

Education: Bachelor's degree in Business, Marketing, Communications, or a related field.
SaaS Knowledge: Familiarity with SaaS products and the unique challenges and opportunities they present.
Sales Experience: Experience in sales or account management is a plus.

Experience: 1 to 2 years

Work Timings: (Monday to Fri: 10:00 7:00PM)

Work Mode: Remote anywhere from Pakistan

Work Days : Monday- Friday