Customer Success Manager

Overview

Customer Success Manager – Emplay Analytics Inc

Location:

Remote/Work From Home |

Working Hours:

3:00 PM – 12:00 AM IST (Monday to Friday)

Experience:

3 Years & above | Salary:
As per Company standards

We are seeking a Customer Success Manager to join our team. The ideal candidate will have at least 3 years of experience in technical support operations with SLA management responsibilities. Familiarity with ticketing systems like Service Now; reporting systems like Tableau and Power BI; and low-code automation experience is important. Basic expertise in key technical concepts like SSO, APIs, integrations, and web technologies is highly desirable.

• Provide quick and effective assistance on technical issues raised by the customer.
• Guide customers remotely through systems configuration, troubleshooting, and maintenance.
• Listen attentively to customers’ questions and concerns and offer optimal solutions.
• Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel.
• Work with product and AI engineers to provide customers with quick turnaround solutions.
• Represent the customer and drive internal teams to resolve issues with hot fixes and patches.

• Manage complex client projects from initiation to closure, ensuring timely delivery, quality, and budget adherence.
• Lead client meetings and communicate project status, updates, and risks effectively to clients and internal stakeholders.
• Collaborate with cross-functional teams, including developers, designers, and QA teams, to ensure project success.
• Understand and document feature requirements.
• Determine effort allocation for new or existing SOWs (Statement of Work).
• Build and maintain strong relationships with clients, addressing their needs and resolving issues promptly.
• Act as the initial point of contact for clients, including client developers and business stakeholders.
• Establish, document, and refine Standard Operating Procedures (SOPs) and workflows to improve efficiency and consistency.
• Identify opportunities for automation in support processes to reduce manual effort and improve response times.
• Prioritize customer satisfaction and ensure minimal escalations by maintaining high service standards.
• Regularly report key support metrics and trends to leadership and suggest actionable insights for improvement.
• Lead and mentor a support team of 3-5 members, fostering a collaborative and high-performance culture.

• Bachelor’s degree in Computer Science, IT, or a related field (preferred).
• 3+ years of experience in technical support, solutions engineering, or customer-facing technical roles.
• Strong problem-solving skills with experience resolving technical issues.
• Proficiency in APIs (e.g., Postman, REST), SSO solutions (e.g., SAML, OAuth), and web technologies (e.g., HTML, JavaScript).
• Experience with SaaS platforms, enterprise tools (e.g., Service Now, Salesforce), and startup environments.

• Excellent communication and project management skills.
• Proven ability to engage in technical discussions and research solutions.
• Experience creating clear and actionable technical training materials (e.g., videos, guides).
• Strong organizational skills to create and maintain SOPs and grow the team.
• Mindset to handle senior management level customer communication and build trust with proactivity.

• Entrepreneurial:
  You thrive in a creative, agile environment and are excited to play a significant role.
• All-In:
  Fully committed to excellence and team success.
• Passionate:
  Excited about online collaboration and customer success, with hunger and ambition to achieve goals.
• Collaborative:
  You excel in cross-functional teams and enjoy partnering with customers, engineers, and product managers.
• Go-Getter:
  You have a “whatever it takes” approach to achieving objectives in a startup environment.

• Technical background (e.g., developer or engineer).
• Experience handling clients and building relationships with stakeholders.

You can submit your resume and relevant details to:

Email subject line:
Application – Customer Success Manager – Emplay Inc

Please Include The Following In Your Email:

• Current CTC
• Expected CTC
• Notice period
• Years of relevant experience
• Reason for job change
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