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


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


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

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Tracxn Technologies