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Customer Success Manager

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Customer Success Manager

Committed to making technology-driven solutions useful, useable, and affordable, Mithi Software Technologies Pvt. Ltd., is a leading cloud-based SaaS solutions provider of business communication and data lifecycle management solutions that delivers high performance at optimal costs.

With a rich history of pioneering product ventures and a strong focus on innovation, Mithi has been at the forefront of software product development for years. Our team brings together extensive experience in building cutting-edge software products across multiple generations of technology.

At Mithi Technologies, we foster a collaborative and inclusive work environment that encourages creativity, continuous learning, and personal growth. We value diversity and believe in creating opportunities for everyone to thrive and excel in their roles.

Join us as we embark on an exciting journey to empower businesses worldwide with on-demand data lifecycle management services.
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Position Summary
  • As a Customer Success Manager, you will be responsible for ensuring the success and satisfaction of our valued customers. Your contributions will play a vital role in achieving customer retention and promoting the growth of our organization.
Position Summary
  • As a Customer Success Manager, you will be responsible for ensuring the success and satisfaction of our valued customers. Your contributions will play a vital role in achieving customer retention and promoting the growth of our organization.
Show More
RESPONSIBILITIES:
As part of the sales team, your role will include the following in either a lead or a collaborative role:
  • Collaborate with the sales team to ensure a seamless handover of new customers, providing them with a smooth onboarding experience and setting clear expectations for ongoing support.
  • Develop and execute customer retention strategies, including personalized touchpoints and value-driven engagements, to foster long-term relationships with clients and maximize customer lifetime value.
  • Identify opportunities for process improvement within the customer success team, streamline workflows, and implement tools or technologies to enhance productivity and customer satisfaction.
  • Analyzing tickets and calls to identify areas for improvement in documentation, communication, and agent training.
  • Act as the primary point of contact for escalated customer issues, working closely with internal teams to resolve complex problems and ensuring timely resolution and effective communication with the customers.
  • Problem Escalation and Resolution: Ability to handle and de-escalate customer issues effectively, collaborating with internal teams to find prompt and satisfactory resolutions.
  • Defining reports and standard operating processes to enhance the overall efficiency and effectiveness of customer success operations.
  • Collaborate with the product development team to advocate for customer needs, gather feedback on product improvements, and participate in beta testing and product launch activities.
  • Conduct regular customer success reviews and check-ins with key clients to understand their evolving needs, gather feedback, and identify opportunities for upselling or cross-selling our products or services.
  • Creating and monitoring the support team's schedule and shifts to ensure adequate coverage and timely response to customer inquiries.
  • Assisting with the recruitment process as required to build a talented and customer-centric support team.
  • Coordinating with the support team to foster a healthy team culture and ensure efficient collaboration.
  • Organizing agent training sessions to enhance their skills and knowledge in providing exceptional customer support.
  • Updating help articles and tutorial documents to provide accurate and accessible resources for the support team and customers.
  • Upholding professionalism and ethical conduct in all customer and partner interactions.
RESPONSIBILITIES:
As part of the sales team, your role will include the following in either a lead or a collaborative role:
  • Collaborate with the sales team to ensure a seamless handover of new customers, providing them with a smooth onboarding experience and setting clear expectations for ongoing support.
  • Develop and execute customer retention strategies, including personalized touchpoints and value-driven engagements, to foster long-term relationships with clients and maximize customer lifetime value.
  • Identify opportunities for process improvement within the customer success team, streamline workflows, and implement tools or technologies to enhance productivity and customer satisfaction.
  • Analyzing tickets and calls to identify areas for improvement in documentation, communication, and agent training.
  • Act as the primary point of contact for escalated customer issues, working closely with internal teams to resolve complex problems and ensuring timely resolution and effective communication with the customers.
  • Problem Escalation and Resolution: Ability to handle and de-escalate customer issues effectively, collaborating with internal teams to find prompt and satisfactory resolutions.
  • Defining reports and standard operating processes to enhance the overall efficiency and effectiveness of customer success operations.
  • Collaborate with the product development team to advocate for customer needs, gather feedback on product improvements, and participate in beta testing and product launch activities.
  • Conduct regular customer success reviews and check-ins with key clients to understand their evolving needs, gather feedback, and identify opportunities for upselling or cross-selling our products or services.
  • Creating and monitoring the support team's schedule and shifts to ensure adequate coverage and timely response to customer inquiries.
  • Assisting with the recruitment process as required to build a talented and customer-centric support team.
  • Coordinating with the support team to foster a healthy team culture and ensure efficient collaboration.
  • Organizing agent training sessions to enhance their skills and knowledge in providing exceptional customer support.
  • Updating help articles and tutorial documents to provide accurate and accessible resources for the support team and customers.
  • Upholding professionalism and ethical conduct in all customer and partner interactions.
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QUALIFICATIONS & SKILLS:

Our ideal candidate would possess some if not all of the below qualifications:

A graduate degree for this post is mandatory. B.E./B. Tech/BCA/MCA graduates would be preferred. However, candidates from other backgrounds who possess the necessary skills and experience are also encouraged to apply.
  • English Proficiency (Spoken and Written): Strong verbal and written communication skills in English to effectively interact with customers and team members.
  • MS Office Report Writing: Proficiency in using Microsoft Office applications (e.g., Word, Excel, PowerPoint) for data analysis, reporting, and presentations.
  • Knowledge of the cloud computing industry and related technologies.
  • Client Relationship: Ability to build and maintain positive relationships with customers, ensuring their success and satisfaction.
  • Customer-Centric Approach: Strong focus on understanding and fulfilling customer needs to ensure their success.
  • Communication Skills: Excellent verbal and written communication skills to effectively interact with customers and internal teams.
  • Active Listening: Actively listening to customer feedback and understanding their requirements.
  • Problem-Solving: Identifying issues, finding solutions, and resolving customer challenges in a proactive manner.
  • Conflict Resolution: Managing conflicts and handling difficult situations with professionalism.
  • Cross-Functional Collaboration: Ability to collaborate with different teams, such as sales, marketing, and product, to enhance customer experiences.
  • Upselling and Cross-selling: Experience and skill in identifying upselling and cross-selling opportunities, maximizing the value delivered to customers, and driving revenue growth.
  • Onboarding and Training: Proficiency in helping customers onboard and providing training on product usage.
  • Technical Aptitude: Understanding of the products or services offered, technical concepts, and industry trends to effectively communicate with customers and provide technical guidance.
  • Data Analysis and Insights: Proficiency in analyzing customer data, usage patterns, and feedback to derive valuable insights and make data-driven decisions to improve customer success strategies.
  • Empathy and Active Listening: Demonstrating empathy towards customers' needs, actively listening to their concerns, and showing genuine care to build strong relationships and deliver personalized support.
  • Ability to work independently and collaboratively within a team.
  • Ability to work well under pressure and meet deadlines.
QUALIFICATIONS & SKILLS:

Our ideal candidate would possess some if not all of the below qualifications:

A graduate degree for this post is mandatory. B.E./B. Tech/BCA/MCA graduates would be preferred. However, candidates from other backgrounds who possess the necessary skills and experience are also encouraged to apply.
  • English Proficiency (Spoken and Written): Strong verbal and written communication skills in English to effectively interact with customers and team members.
  • MS Office Report Writing: Proficiency in using Microsoft Office applications (e.g., Word, Excel, PowerPoint) for data analysis, reporting, and presentations.
  • Knowledge of the cloud computing industry and related technologies.
  • Client Relationship: Ability to build and maintain positive relationships with customers, ensuring their success and satisfaction.
  • Customer-Centric Approach: Strong focus on understanding and fulfilling customer needs to ensure their success.
  • Communication Skills: Excellent verbal and written communication skills to effectively interact with customers and internal teams.
  • Active Listening: Actively listening to customer feedback and understanding their requirements.
  • Problem-Solving: Identifying issues, finding solutions, and resolving customer challenges in a proactive manner.
  • Conflict Resolution: Managing conflicts and handling difficult situations with professionalism.
  • Cross-Functional Collaboration: Ability to collaborate with different teams, such as sales, marketing, and product, to enhance customer experiences.
  • Upselling and Cross-selling: Experience and skill in identifying upselling and cross-selling opportunities, maximizing the value delivered to customers, and driving revenue growth.
  • Onboarding and Training: Proficiency in helping customers onboard and providing training on product usage.
  • Technical Aptitude: Understanding of the products or services offered, technical concepts, and industry trends to effectively communicate with customers and provide technical guidance.
  • Data Analysis and Insights: Proficiency in analyzing customer data, usage patterns, and feedback to derive valuable insights and make data-driven decisions to improve customer success strategies.
  • Empathy and Active Listening: Demonstrating empathy towards customers' needs, actively listening to their concerns, and showing genuine care to build strong relationships and deliver personalized support.
  • Ability to work independently and collaboratively within a team.
  • Ability to work well under pressure and meet deadlines.
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PERSONAL SKILLS:
Our company is committed to integrity as a pre-condition and we look for the following skills in our team members. The more you match to the below, the better you will fit in:
  • Proactive: Taking initiative and actively seeking opportunities to enhance customer success and contribute to the organization's growth.
  • Customer-Centric: Prioritizing customer needs and ensuring their success is at the forefront of all actions and decisions.
  • Problem-Solving: Demonstrating strong analytical skills to identify and address customer challenges effectively.
  • Strategic Thinking: Ability to think strategically about customer relationships and long-term success.
  • Adaptability: Adapting to changing circumstances and new challenges positively and flexibly.
  • Continuous Learning: Embracing a growth mindset and staying updated on industry trends to provide the best support to customers.
  • Goal-Oriented: Focus on achieving customer success metrics and aligning with company goals.
  • Feedback Management: Able to receive and provide feedback constructively to drive improvement.
  • Resilience: Ability to handle challenges and setbacks with a positive attitude, maintain composure under pressure, and find creative solutions to overcome obstacles.
  • Time Management: Efficiently managing time and resources to handle multiple responsibilities and meet customer expectations.
Join our team as a Customer Success Manager and play a crucial role in ensuring the success and satisfaction of our valued customers while contributing to the growth and success of our organization.
PERSONAL SKILLS:
Our company is committed to integrity as a pre-condition and we look for the following skills in our team members. The more you match to the below, the better you will fit in:
  • Proactive: Taking initiative and actively seeking opportunities to enhance customer success and contribute to the organization's growth.
  • Customer-Centric: Prioritizing customer needs and ensuring their success is at the forefront of all actions and decisions.
  • Problem-Solving: Demonstrating strong analytical skills to identify and address customer challenges effectively.
  • Strategic Thinking: Ability to think strategically about customer relationships and long-term success.
  • Adaptability: Adapting to changing circumstances and new challenges positively and flexibly.
  • Continuous Learning: Embracing a growth mindset and staying updated on industry trends to provide the best support to customers.
  • Goal-Oriented: Focus on achieving customer success metrics and aligning with company goals.
  • Feedback Management: Able to receive and provide feedback constructively to drive improvement.
  • Resilience: Ability to handle challenges and setbacks with a positive attitude, maintain composure under pressure, and find creative solutions to overcome obstacles.
  • Time Management: Efficiently managing time and resources to handle multiple responsibilities and meet customer expectations.
Join our team as a Customer Success Manager and play a crucial role in ensuring the success and satisfaction of our valued customers while contributing to the growth and success of our organization.
Show More
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