Tracxn - Customer Support Manager - US Shift

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

  • Sales & Marketing

  • Consumer Durables/ Semi Durables
Job Description

Position:

The Customer Support Manager(CSM) at Tracxn is responsible for driving customer engagement and platform adoption by understanding customer's use cases and mapping them to our product offerings. The CSM is a very high impact role at Tracxn and acts as a Single Point of Contact for our Customers. You will be interacting with key people (Partners, CXOs, VPs) from venture funds and corporates globally. 



Key Responsibilities:


  • Act as a single point of contact for B2B customers during their entire subscription lifecycle at Tracxn
  • Convey platform functionality and periodic changes to clients
  • Actively listen and read between the lines to identify and prevent customer churns
  • Onboard new customers and convey platform functionality and periodic changes/feature updates and own platform adoption
  • Develop a thorough understanding of Tracxn platform and product offerings and explain the same to customers
  • Proactively reach out to customers and help them understand new features on the platform and increase engagement
  • Understand customer queries and provide the best possible resolution for the same
  • Shift Timings: [6:00 PM to 3:00 AM]


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


What can you expect at Tracxn?

  • Meritocracy driven, candid culture. no politics 
  • Like-minded intellectually curious colleagues
  • High paced learning. Continuous mentorship to help achieve peak potential


Founders: 

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


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Tracxn Technologies