Customer Service Manager - Night Shift (2-6 Years)

Tracxn Technologies
  • Bangalore
  • Confidential
  • 2-6 years
  • Views
  • 15 May 2019

  • Sales & Marketing

  • Consumer Durables/ Semi Durables
Job Description

Position:

The Customer Service Manager (CSM) role at Tracxn is a high impact role where you will own and manage multiple customer accounts. A Customer Service Manager is the single point of contact for our customers which include Partners, CXOs, and VPs from venture funds and corporates globally. You will be responsible for increasing customer engagement while understanding their use cases and mapping it to our platform and product offerings. 


Key Responsibilities:
  • Act as a single point of contact for B2B customers during their entire subscription lifecycle at Tracxn
  • Onboarding new customers and conveying platform functionality and periodic changes/feature updates and own platform adoption
  • Conveying Platform Functionality and periodic changes to clients
  • Relationship Management with a set of customers and helping them with all their requirements from the product
  • Understand customer queries and provide the best possible resolution for the same
  • Active listening and reading-between-the-lines to identify and prevent customer churns
  • Role focuses on working with customers from the US region

Timings

  • 6 pm - 3 am IST

What the Customer Service Managers at Tracxn does NOT do:
  • We're not a call center neither are we a non-voice process and do not handle back-to-back calls or paperwork.
  • Not a Sales Profile. We have a separate team that handles sales 

What we are looking for:
  • Excellent written and verbal communication skills
  • Phone and email etiquettes to effectively address customer queries
  • Have "Customer Empathy" - ability to identify and understand customer's situation and motives
  • 2-6 years of work experience

Founders: 

  • Neha Singh (ex-Sequoia, BCG | MBA - Stanford GSB) 
  • Abhishek Goyal (ex-Accel Partners, Amazon | BTech - IIT Kanpur)


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About Organisation

Tracxn Technologies