Customer Success Manager

About Richpanel

Richpanel is at the forefront of revolutionizing customer support with AI. We're building autonomous AI agents to replace traditional support agents in the BPO industry. With 2,000+ customers and backing from Sequoia Capital, we're on a mission to disrupt the $400B+ customer support market.

• Location: Bangalore, India
• Team Size: 30 employees
• Funding: Backed by Sequoia Capital
• Glassdoor Rating: 4.4 (as of July 2024)

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Job Description

As a Customer Success Manager (CSM) at Richpanel, you will be pivotal in driving customer satisfaction, retention, and product adoption. You will utilize your strategic thinking and technical aptitude to optimize customer journeys, proactively address customer needs, and enhance our knowledge base. Your efforts will directly contribute to our business growth by ensuring our customers derive maximum value from our platform.

Location: Bangalore

Type: Full Time

Shift timings: Night shift (rotating)

Requirements

Key Responsibilities

• Provide Resolution-Focused Support

  • Respond promptly to customer inquiries via live chat, email, and calls.
  • Understand customer objectives before offering solutions, aiming for comprehensive resolutions.
  • Document creative solutions and contribute to the knowledge base with new insights.

• Knowledge Base and Process Optimization

  • Develop and maintain a comprehensive knowledge base, adding at least 10 new articles per month
  • Implement automation and process optimization initiatives that enhance efficiency and reduce manual workload.

• Strategic Client Onboarding

  • Conduct thorough onboarding processes, including personalized training and setup, ensuring clients quickly realize the value of the platform.
  • Reduce the Time to Value (TTV) for new clients to under 10 days.

• Drive Product Adoption Through Proactive Configuration

  • Monitor client usage patterns to identify and implement strategies that increase feature adoption by 20%.
  • Engage with clients proactively to ensure they are aware of and utilizing relevant product features that align with their business goals.

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Required Qualifications

• B.Tech degree or equivalent
• Strong technical aptitude and ability to quickly learn new software
• Excellent communication skills and cultural adaptability
• Project management and organizational skills
• Problem-solving and troubleshooting abilities
• Data analysis and interpretation skills
• Customer service orientation with a track record of helping clients succeed

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You Will Be a Great Fit If You Have...

• Customer-Focused Problem Solving: A proven ability to understand and resolve customer pain points, contributing to high satisfaction and retention rates.
• Communication and Negotiation Skills: Strong verbal and written communication skills, with the ability to clearly convey complex ideas and negotiate customer needs effectively.
• Strategic Thinking: Experience in developing and executing strategies that drive customer success and contribute to business growth.
• Technical Aptitude: Proficiency in using CRM platforms (e.g., HubSpot, Zendesk) and other technical tools, with a strong understanding of product features and their impact on customer success.
• Time Management: Ability to manage multiple clients and projects simultaneously, consistently meeting deadlines and achieving desired outcomes.
• Automation and Process Optimization: Experience in implementing automated processes to enhance efficiency and reduce manual workload.

Benefits

What We Offer

• Competitive salary and performance-based bonuses
• Opportunity to work with cutting-edge AI technology
• Modern, chic office space in a vibrant neighborhood
• Regular team outings and off-sites
• Potential for significant ESOP grants based on performance
• Chance to make a meaningful impact in a rapidly growing startup

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Important Notes

• This is an in-office position based in Bangalore, India
• The role may require working night shifts to align with US customer timings
• We have a work culture that prioritizes results and may require dedication beyond standard work hours

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Disqualifiers

Please note that candidates will not be considered if they:

• Are not willing to work from our Bangalore office
• Are not open to working night shifts when required
• Do not have a B.Tech degree or equivalent

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Interview process

We aim to finish the interview process in two weeks after you apply. Here’s what you need to do:

1. Fill out the application form.
2. Online assessment: If we think you're a good fit, you'll get a link to do an online test. It should take about 30 minutes.
3. First round of interview.
4. Take-home assignment.
5. Final round: Present your assignment.

Richpanel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.