Purpose of the Role

- Ensure client satisfaction by addressing concerns effectively and resolving issues within the stipulated TAT.
- Drive client retention by building strong relationships and ensuring a positive, long-term customer experience.
- Identify potential areas for product improvement and enhancement based on client feedback, needs, and challenges.

Role & responsibilities

Client Onboarding

- Directly onboarding and managing our clients by being the single Point of Contact.
- Assigning clients their credentials and passing the clientele information to internal teams.
- Confirming that the clients have received the packages/licenses as per the sales deal.

Training and Development

- Train our clients to ensure that they can utilize our platform efficiently and without any hassle.

Relationship Building

- Build and maintain a positive relationship with our clients.
- Evaluate risk management for each client and proactively avoid client dissatisfaction.
- Conducting periodic meetings with customers to do a health assessment.

Problem Solving

- Resolve issues of customers starting with a root cause analysis all the way to executing the solution and monitoring progress.
- Providing doubt clearing sessions to our clients whenever needed.

Documentation





- Maintaining all necessary information in the CRM tool and ensuring authenticity of data.
- Keeping M.O.M's after client calls.

Reporting

- Create periodic reports for internal use in the organization.
- Provide data to concerned stakeholders whenever necessary.

Coordination

- Closely communicate and collaborate with the appropriate cross-functional teams such as Billing, Product Management, Engineering etc., and coordinate touchpoints as required.

Retention

- Work on retaining clients by ensuring maximum renewals.
- Evaluate risk management for each client and proactively avoid client dissatisfaction.
- Finding out ways to reduce churn rate.

Preferred candidate profile

- Have at least 2-7 years of experience in customer service/account management/customer success in a product based tech company.
- Solid problem-solving and analytical skills, with the ability to think strategically.
- Ability to explain complex technical concepts in business-friendly terms to customers. Must be able to communicate efficiently with stakeholders.
- Bachelor's degree in any field. A masters degree or MBA would be a plus.

📌 Customer Success Manager (Bhubaneswar)
🏢 Evolutionary Algorithms
📍 Bhubaneswar