Job description

The ideal candidate should be able to demonstrate leadership, supervisory and team management abilities to lead a team of customer success staff to provide excellence in customer support practices. Getting an in-dept grip on our services and product would be key to excelling in this domain. The Customer Success Manager must know the in’s and out’s of Unobox’s product and services and should be able to provide unconventional solutions to resolve customer problems swiftly. Researching current customer support practices offered by other competitors in the market and using those insights to provide unmatched after-sales support to our customers would be one of the core responsibilities of this role.

Responsibilities

• Research the industry best practices in terms of customer support and devise strategies to implement the same as well as continually improve quality, effectiveness and efficiency at Unobox
• Establish and maintain happy customers
• Manage account retention and renewal to maintain revenue base
• Establish frameworks and policies to enhance the standards of customer service that Unobox provides to end users
• Supervise and develop customer success teams with the right product knowledge and interpersonal skills required to develop long-lasting relationships with clients

Requirements

• Bachelor’s in the field of Business Administration, Marketing on any similar field
• 1-3 years’ experience in a customer-facing role
• Experience working with senior and executive level customers
• Problem-solver with a knack to provide creative solutions to customers
• Strong interpersonal and leadership skills with a knack for keeping work and task highly organized and directing others
• Excellent communication skills in both written and verbal English
• Knowledge of customer service practices and the industry
• Should be able to network with stakeholders and clients amicably
• Time management and working under pressure with stringent deadlines

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