How you should be?

We are looking for an experienced Customer Success Manager (CSM) who is proficient in providing techno functional support for our company products. You will be focusing on customer loyalty and building close long-term client relationships, and often stay with the same customers as long as they continue to work with the business.

What you will do?

• Managing churn and increasing customer retention
• Creating a minimum-viable onboarding process with in-app guidance
• Driving account expansion with contextual offers and growing lifetime value
• Collecting customer feedback and closing feedback loops
• Mapping customer success journeys to spot and remove friction
• Serve as a mentor for the team and answer questions and troubleshoot issues related to use of SaaS software applications from team.
• Providing appropriate solutions to the technical issues faced by the customers.
• Prioritizing and dealing with the issues in a timely manner.
• Ensure team communicate clearly and concisely with customers in written and verbal form, and maintain accurate and timely records on our ticket tracking system.
• Interact directly with Senior Management within other departments to resolve high profile escalations and issues, and drive initiatives that improve the customer experience.
• Assessing support statistics and preparing detailed reports on the findings.

What we are looking for?

• 5+ years of working in a Customer Success Support Manager or relevant position in the Software Engineering Department.
• Proven experience as a customer support specialist, preferably within a similar environment.
• Good oral and written communication skills.
• Strong analytical skills.
• Ability to prioritize and manage tasks.
• Excellent time management and problem-solving skills

About the Company:

Founded in 2000, Radixweb is a leading software development company serving over 2900 clients in 25 countries. Join us to work on challenging projects, standardized processes, and fun work culture.

• In addition, have an exposure of our home-grown globally acclaimed PHP based web to print solution- https://www.onprintshop.com/ developed to simplify print order management from client ordering to shipping. Recognized as solution partners by reputed brands in the print industry and serving small to largest printers across the world.
• Opportunity to work on latest technologies
• Technology and team based well-managed training & development process
• Strong and committed team of 650 + employees
• 70+ Employees working with us for 5+ Years
• 25+ employees working with us for 10+ Years
• Flexible shift timings with lucrative compensation
• Transparent Appraisal process
• Exclusive soft skill training by professional Trainer