Customer Success Manager

Gurugram, Haryana, India Full-time

Customer Success Manager

About us: We are team of 130 people spread across 3 countries - our founding team consists of people from ISB, NSIT, IITs and NITs with very strong past entrepreneurial background and F&B experience. LimeTray counts very successful internet entrepreneurs as its angel investors along with Matrix Partners and JSW Ventures.

Our story starts with realization that restaurants making good food, 6 out of 10 times, drop the shutters in front of our very eyes. So, we at LimeTray, decided to help restaurants, by building products that would help them to run better. We help restaurants get online, help them engage with their customers and help them optimize their operations through a suite of products. In only three years, we have built successful relationships with some of the top brands in India including Burger King, Krispy Kreme, Mad Over Donuts, Bercos and over 2500 others!

 

Role Brief: LimeTray has 11+ products which are offered to merchants (restaurants) to help them run their businesses better. Customer Success team is responsible for ensuring success of merchants by using these products. We believe that customer success is not just about managing churn or giving support to customers - it’s more meaningful than that.

There are 2 parts to customer success for us - one is customer on-boarding and second is providing great value to customers. This role requires someone to have deep understanding of our products and contribute in success of our merchants through LimeTray products and be the voice of customers for our internal teams (primarily our product team)

Responsibilities:

  • Define customer journey - Right from on-boarding to training to support tickets to adoption and work towards improving it continuously
  • Drive alignment with Revenue / Account Management team on renewals / revenue expansion
  • Gather feedback from merchants and advocate for changes in other departments / collaborate with them for implementation if required
  • Be the best user of LT products and expand the use-cases of our products for merchants
  • Create dashboards to measure customer success and segment customer to work towards highly targeted engagement plan to improve it
  • Work with Product / Account Management teams for very smooth product releases
  • Manage a team of Customer Success Associates who will be the face of company for merchants and ensure customer experience is top- notch by continuous training and

 

Desired Skill-set:

  • 2-3 years of relevant experience
  • Real Customer Success comes from the You should have the best customer management and business consultancy skills around.
  • You should be passionate about engaging with customers and expanding their use cases through
  • You should have impeccable relational skills and ability to create win/win environments for everyone that you work
  • You should have super strong team management + killer execution capabilities with high EQ.
  • And yes, you got to be human :)

Apply for this opening at http://limetray.recruiterbox.com/jobs/fk01ccz?apply=true