Job Opening: Provakil 

Role: Customer Success Manager 

Location: Pune 

PQE: 2+ years 

The ideal person will have to develop a deep understanding of the sales process excelling at converting leads and building relationships. The ideal candidate will be a quick learner with strong negotiating skills, and the ability to showcase our offerings in a compelling way.

Roles & Responsibilities:

  • Improve the customer journey and own all matters related to an account, including retention and identifying upsell opportunities.
  • Ability to understand the product and the customer gentry deeply.
  • Provide technical support and ad-hoc training to customers who use the company’s product.
  • Address, resolve and record any customer issues that arise pertaining to business growth, billing, and general account satisfaction.
  • Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
  • Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the concerned stakeholders.
  • Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
  • Manage incoming calls, chat, and emails and handle appropriate follow-up calls and emails.
  • Managing renewals for individual lawyers, chambers & small law firms.
  • Creating dashboards, reports (daily, weekly, monthly)
  • Responsible for Churns & measure churn on the basis of various parameters.

How you fit in

  • Strong customer service background, follow-up, and organizational skills.
  • Diplomacy, tact, and poise under pressure when working through customer issues.
  • Excellent personal presentation and communication skills & strong client servicing skills.
  • 3-6 years of experience; at least 2+ years of relevant work experience in a customer-facing role (customer success or account management)
  • B2B SaaS experience is preferred.
  • A Masters degree in Business Administration would be preferred

Application Link: Click here

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