Customer Support Manager

Build and monitor customer support systems to categorize tickets, response times, FAQs, cheat sheets, help portals, CSAT, NPS surveys, track customer satisfaction after sale, interactive help videos to drive customer success and retention.

Ensure smooth and efficient client post go live support onboarding process to enable them to effectively utilize the features and functionalities of our products.

Develop and maintain strong relationships with key stakeholders within customer organizations.

Regularly check in with customers to assess their satisfaction, address concerns, and identify opportunities for upselling or cross-selling additional products or services.

Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Engineering.

Develop and implement Customer focused best processes and practices for ensuring customer success.

Act as a liaison between customers and the product development team, conveying customer feedback, feature requests, and enhancement suggestions.

Develop and implement strategies to ensure high user adoption of NetScore’s products and services by clients.

Identify trends for common customer challenges and actively develop methods to address and resolve them.

Take ownership and getting things done in the stipulated time, Track and resolve key client issues in a proactive manner and manage expectations internally and externally.

We are a SaaS business, candidate should have the ability to regularly monitor customer contract renewals and proactively engage with customers to secure renewals in a timely manner.

Collaborate with the sales team to identify upsell opportunities and expand the company’s footprint within existing accounts.

B.Tech / M.Tech / MCA/ Any Graduate

Experience as a Customer Support Manager

Bachelor’s degree in a relevant field with 10 to 15 years of progressive experience.

Working with US, APAC customers is mandatory.

Excellent written and spoken communication skills.

Ability to build strong professional relationships with internal and external stakeholders

Proven experience of minimum 4 years in customer support/success roles within the software/SaaS industry.

Passion for customer support and excellence. And proven experience of building customer support eco system at software companies.

Strong understanding of software products and their implementation processes.

Excellent communication and interpersonal skills.

Ability to analyze data, build customer support analytics and present to internal management and customer executives to drive customer retention and success.

Knowledge of using Data warehouse, AI/ML tools for customer success is a plus.

Experience using and setting up Customer support tools like JIRA is mandatory.

Ability to work in US night shift (EST time zone)

Familiarity with CRM and ERP software is a plus.