Customer Success Manager

Job Description

What started as an idea to solve the problem of costly mobile app development, today is a world famous and reliable SaaS event technology platform. Our clients range from Fortune 500 companies like Google, Amazon, Microsoft, McDonalds to upcoming startups like Swiggy, Flipkart to Luxury brands like Louis Vuitton to celebrities to brides.They use Nunify for their events, conferences, exhibitions, meet-ups, town halls and Yes - Weddings! (ask us how!) MANDATORY - BENGALURU BASED Who we are looking for ? Minimum 4 years of working with SaaS (Mandatory) Meticulous documentation and note-taking abilities Agile; able to switch gears multiple times throughout the day Exemplary time-management client-management skills Passionate about technology and innovation with advanced computer skills What will you do ? Manage and resolve inbound support requests from clients via chat, email an 1:1 calls with clients and end-users. Know the product inside and out and be quick on your feet to troubleshoot client issues. Onboard new clients & training customers on the product. Identify support tickets that are masquerading as inbound sales inquiries and pass them to the sales team. Be the customer s voice internally and provide feedback on how we can better serve their needs. Take the lead on creating and maintaining content for our knowledge base including articles and videos. Over time become an expert in the event technology landscape to help customers not only solve their problems but be more successful. Encourage the customer to upgrade their product(Upsell/Cross sell) as and when required. Train/Coach other Customer Support staff on the team. You will also work with Nunify s Account Executives, provide inputs into their strategic customer plans, identify areas where existing customers could improve their use of Nunify or uncover new uses of Nunify amongst their customer portfolio. Why join us ? We have been around for a while now (since 2014) We know how critical employee well-being & culture is We wont stop you from experimenting & innovating We love to think BIG, we want you to think big We know you will have fun at work, since we have fun at work