Total 14 Manager level Customer Service job vacancies in Gurugram, Haryana

The Service Manager Finance Back Office oversees and ensures the smooth operation and evolution of our finance-related back-office solutions. Responsibilities include:
• Owning end-to-end finance global DT&A solutions, including solution delivery, innovation, and continuous improvement.
• Aligning with C-level stakeholders, BPOs, or functional/regional heads to ensure synchronization with business priorities.
• Managing communication, socialization, and adoption of plans to meet business outcomes.
• Ensuring programs, projects, and enhancements are on track based on KPIs.
• Overseeing solution design, standardization, and evolution.
• Leading key back-office initiatives and transformations.
Main Accountabilities:
• Manage impeccable end-to-end solution processes.
• Engage business and DT&A organizations effectively.
• Handle financials, including budgeting, contract reviews, and cost negotiations.
• Lead vendor management and establish IT as an inspirational leader.
• Contribute to and lead back-office structural optimizations.
• Enhance project management maturity and ensure timely, transparent reporting.
• Structure processes, governance, and reporting to track the portfolio of changes.
• Maintain and update the portfolio of SAP projects.
• Coordinate and enforce quality controls and phase gatekeeping.
This document is not to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. All employees may be
required to perform duties outside of their normal responsibilities from time to time, as needed. The Company reserves the right to modify responsibilities to respond
to changing business demands.
Knowledge and Experience:
Education
• Bachelor's or Master's degree in computer science or related field, or equivalent work experience
• Bachelor's or Master's degree in finance
Experience
• 5+ years leadership role in global organization
• 10+ years of IT and IT services management experience
• 5+ years of in-depth financial accounting and budget management.
• Proficiency in various project methodologies (Agile/Scrum/Kanban/Waterfall/Six Sigma).
• Proven leadership in multiple SAP S/4 projects.
Knowledge
• Expertise in Finance, Accounting, Controlling, Treasury, Payment, and Bank processes.
• Familiarity with key financial processes like Hedging in commodities or trading.
• Best practices in project management.
• Knowledge in application landscape and portfolio management.
• Experience with geographically dispersed teams.
Languages:
• Fluent English (oral and written) is essential.
Soft skills:
• Experience in global companies and reporting lines in EMEA and the Americas.
• Strong analytical and critical thinking capabilities.
• A proactive mindset for improvements and innovation.
• Excellent teamwork, communication, and collaboration skills.
,
Business & Technical skills:
• Expertise in SAP S/4 FI/CO.
• Comprehensive knowledge of Issue and Risk Management.
• Proficient project management skills; Project Management certification is a plus.
• Agile and waterfall methodology experience; Agile certification is advantageous.
• Strong financial acumen for managing projects and driving cost optimization.

About Gigmo Solutions Pvt. Ltd. 

Gigmo Solutions Pvt. Ltd is a young early-stage startup started by co-founders with combined global experience of 60+ years with a mission to fundamentally disrupt customer support industry through perfectly tuned symphony of Artificial Intelligence based conversational bots and Gig workers. 

Designation: General Manager – Internal Support 

Role and Responsibilities:  

You demonstrate solid leadership and analytical skills, exhibit strong business acumen, as well as commitment to productivity. You are a self-starter, go-getter, proactive and could learn and perform in a fast-paced environment. You are dynamic, result oriented and could drive results through others, possess strong analytical and negotiation skills and excellent process orientation. 
 
 

• Creating strategies with senior management and develop policies that will correlate with the organization goal.  
• Implementing effective processes and standards.  
• Work in collaboration with subordinate and senior management levels involving negotiations and influencing on significant matters  
• Responsible for management of critical and complex changes wherever applicable  
• Initiate and drive continuous service improvement plans  
• Identification and communication of potential risks and dependencies in timely manner to stake holders  
• Responsible for Performance management, Career development and retention of the team members  
• Should have an innovative and transformational mindset to identify opportunities to optimize processes  

Qualifications and Experience  
 

• Graduate with minimum 10 years of Experience as internal support head. 
• Client handling experience is required.
• Should have good knowledge in MS office  
• Technical support experience preferred.
   
   

Work Location/Shift Timings – Sec 54, Gurgaon, Work from office (Monday to Friday), 9:30 AM to 6:30 PM. 

Hardware Pre- requisites: Candidates must have their Own laptop and internet/Wi-Fi connection. (Hardware Pre-requisites: laptop (8GB RAM), windows 10/11 OS, internet speed- minimum 30 Mbps- Download and Upload both) 

Company Website-www.gigmos.com 

Job Description

The Client Services Manager (CSM) is responsible for leading a team of recruiters to deliver a best in class service to clients across one or more client accounts, building trust and strong relationships with key client contacts to achieve the talent acquisition partnership goals.

• Location Specifics: Gurgaon
• Specific Needs: In depth experience in Stakeholder Management, TA, Team handling, P&L
• Language Requirement: Native Language; English
• Position Setup: Hybrid (3 days from Client office)
• Shift Schedule: 9am to 6pm IST

Duties and Responsibilities:

Team Management

• Lead a high performing team to provide high quality services focused on exceeding the expectations of clients
• Set clear performance standards and goals for the team. Assess progress against goals and performance standards, proactively address gaps
• Provide leadership and coaching to direct reports
• Establish regular communications with direct reports through 1-1 meetings, team meetings with established agendas or other regular touch points. Provide in the moment feedback.
• Complete performance management processes, including providing feedback and proactively addressing gaps
• Provide leadership to the team by earning trust, motivating and inspiring great performance while fostering a positive inclusive environment that encourages collaboration and learning

Client Management

• Showcase an extremely high level of understanding and becomes fully engrained in the client organization including building strong relationships with key stakeholders, organizational structure
• Partner with internal Cielo teams and client leaders to ensure successful implementation of new clients
• Develop recruiting metrics and analytics that provide insights and drive decision, including time to fill, aging, cost per hire, candidate and hiring leader satisfaction surveys, recruiter productivity, source of candidate and hire among others
• Directly works with Recruiters and hiring leaders to foster relationships and build trust
• Manage programs, events and campaigns to build candidate pipeline and drive recruiting strategy to meeting hiring goals
• Drive the team to develop comprehensive, strategic hiring strategies including passive candidate outreach, recruitment marketing plans and utilization of cutting-edge recruitment technologies
• Participate in client meetings, sharing updates and data. Discuss gaps in service delivery with proactive plans to address and remediate
• Support recruitment process needs of clients

Cielo Operational Excellence

• Leverage shared delivery resources effectively
• Maximize the use of Cielo resources to meet goals
• Responsible for Cielo-specific metric reports and P&L management
• Drive standardization, continuous improvement and consistency of processes and procedures
• Effectively work as part of the Cielo Client Services Management team to share best practices and drive organizational initiatives
• Additional duties as assigned

Job Summary:

We are looking for a highly experienced Senior Customer Success Manager to drive customer satisfaction, retention, and growth. This role requires a strong background in managing enterprise-level B2B clients, developing customer strategies, and collaborating cross-functionally to ensure clients maximize the value of our platform. You will be the key advocate for customers, ensuring they achieve their business objectives while fostering long-term relationships.

Key Responsibilities:

• Client Onboarding and Success Management: Lead the onboarding process, ensuring a smooth transition from sales to implementation and setting customers up for success.

• Revenue-Driven: Track record of achieving upsell, cross-sell, and revenue growth targets in SaaS environments.

• Customer-Focused: Experience managing high-profile customers and driving success through relationship-building and problem-solving.

• Tech-Savvy: Strong understanding of SaaS products and ability to explain technical concepts to non-technical users.

• Problem Solving: Proactive, results-oriented mindset with strong decision-making skills.

• Communication Skills: Excellent written and verbal communication, with an ability to manage expectations across stakeholders.

• Collaboration: Comfortable working cross-functionally with sales, product, and technical teams to ensure seamless service delivery.

• Team Leadership:
  Mentor and lead a team of Customer Success Managers (CSMs) to foster best practices, ensuring a consistent and top-notch customer experience.

Position Type :

Type Of Hire :

Education Desired :

Travel Percentage :

Service Design Manager -10 to 16 yrs

Bangalore/Pune/Chennai/Gurgaon (UK shift)

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About this Team :

This role is for an experienced Individual Contributor, who will be a Project/Product and ITSM Process and tools designer. They will be working with ITSM and other CIO Ops team Managers, Directors, CX teams and Directors and Vendors to design, develop and implement solutions that align to FIS’ SOPs and compliance needs. They will be working alongside other ITSM and IT Ops Delivery teams.

What he will be doing :

• Understanding stakeholder requirements, designing solutions using a mix of process and tools, and project managing the implementation of the accepted solutions working with ServiceNow and other tool owners.

• Plans and coordinates all aspects of technical projects from initiation through delivery.

• Manages project initiation activities including identifying contractual obligations, client needs and goals, existing situation, necessary contacts and access to existing information as needed.

• Ensures requirements for internal technology projects align to operational standards. Develops alternate requirements or document exceptions as appropriate.

What he needs to have :

• This role is for a Project Manager cum Product Manager cum ITSM experienced professional. This person will need to have 5 years of experience in each of the skills with close to 15 years overall experience.

Skill required

• ITSM Event, Incident, Problem, Change, CMDB, Business Continuity and Disaster Recovery management, Service Mapping, Catalog and Request management

• Agile Project Mgmt. (Scrum/Kanban/Safe)

• Waterfall Project Mgmt. (PMP/Prince2)

• Product Mgmt.Skill5: Business Analysis and Data Analysis

• Candidates who are trained/certified in ITIL, Project Mgmt., Product management ,Scrum/Kanban will be preferable.

What we offer you 

• An exciting opportunity be a part of World’s Leading FinTech Product MNC

• To be a part of vibrant team and to build up a career on core banking/payments domain

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities

• A broad range of professional education and personal development possibilities – FIS is your final career step!

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass

Responsibilities:

• Responsible for the day-to-day supervision of a group of agents.

• Work monitoring as per organisation policy

• Regularly impart effective coaching to direct reports, ensuring consistent high-performance delivery

• Identify performance-related issues, develop an action plan for improvement and implement corrective actions

• Ensure service delivered to our customers meets Key Performance Indicator (‘KPIs’)

• Communicate expectations to employees and provide timely updates

• Provide subject matter expertise in handling escalations as needed

• Conduct Team Meetings & briefings to ensure expedient communication of relevant information and as an open forum for

input. Schedule and organise team activities.

• Stay current on internal work processes, policies and procedures.

About Builder.ai

We’re on a mission to make app building so easy everyone can do it – regardless of their background, tech knowledge or budget. We’ve already helped thousands of entrepreneurs, small businesses and even global brands, like the BBC, Makro and Pepsi achieve their software goals and we’ve only just started.

Builder.ai was voted as one of 2023’s ‘Most Innovative Companies in AI’ by Fast Company, and won Europas 2022 ‘Scaleup of the Year’. Our team has grown to over 800 people across the world and our announcement of $250m Series D funding (and partnership with Microsoft) means there’s never been a more exciting time to become a Builder.

Life at Builder.ai

At Builder.ai we encourage you to experiment! Each role at Builder has unlimited opportunities to learn, progress and challenge the status quo. We want you to help us become even better at supporting our customers and take AI app building to new heights.

Our global team is diverse, collaborative and exceptionally talented. We hire people for their differences but all unite with our shared belief in Builder’s HEARTT values: (Heart, Entrepreneurship, Accountability, Respect, Trust and Transparency) and a let’s-get-stuff-done attitude.

In return for your skills and commitment, we offer a range of great perks, from hybrid working and a variable annual bonus, to employee stock options, generous paid leave, and trips abroad #WhatWillYouBuild

About the opportunity
We are looking for a hands-on player-coach to support our team of exceptional Customer Success Managers, who will be responsible for ensuring the ongoing success of customers using our Studio Store products.

About Studio Store
Studio Store is Builder’s app store for small businesses such as Retail & Grocery stores, restaurants, and salons, to take their business online quickly and affordably. The store offers ready-to-launch full featured apps that can be launched in as little as two weeks with full aftercare and cloud hosting support.

Over the next 3 years, we expect to scale this product line to over 25k+ SME customers globally through direct and partner channels.

About the role

As a Customer Success leader for our Store product you will focus on advocating for and supporting both your team and the customer base, ensuring an optimal customer experience at all times and fostering long term relationships to support customer satisfaction and loyalty.

Whether the customer is a retail customer using our eCommerce product, or a restaurant owner using the restaurant product, it’s the responsibility of the CS team to enable the customer to effectively use the product to achieve their business ambitions.

You will both work directly with a subsection of your own customers, and work as a hands on coach and manager to the CS team. You will have a deep understanding of our customer’s needs, including both the risks and opportunities within the customer base, enabling you to lead by example, supporting the CS team to reach their goals.

The successful candidate will be customer focused, data driven and able to work successfully at scale by leveraging the capabilities of the organisation to maximise automation and self service solutions for customers.

Responsibilities

• Inspire, lead and create an environment with high engagement where your team can reach their full potential. Set the stage and direction for your team, ensuring we are delivering against our goals
• Coach and develop a team of customer success managers, providing feedback on their performance and development opportunities
• Ownership of the onboarding process, ensuring customer onboarding activities are completed within the target timeframe
• Collaborate cross functionally with Sales and Product teams to reduce time to value for all customers in the customer base
• Support the team to define and implement best practice customer training and enablement programmes to drive customer product adoption and advocacy
• Provide effective ongoing support and resolve customer queries in a timely manner to drive continued product success
• Cross-sell and upsell services and products from the Builder.ai Ecosystem relevant to customer needs
• Share voice of the customer insights and feedback with relevant stakeholders
• Review customer complaints and concerns and seek to improve the overall customer experience
• Support the team to conduct weekly and monthly review of core customer success KPIs to ensure your portfolio of customers are hitting their health metrics

• Proven work experience as a Customer Success Team Lead or Manager, managing and coaching a team of customer success and support managers.
• Proven experience of scaling the approach to managing a large customer base
• Ability to multitask while maintaining attention to detail is key
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Experience working with data to understand trends and formulate action plans
• Accountability, personal organization and a high degree of customer empathy are essential
• Experience in managing a diverse group and training each according to company standards

• Attractive quarterly Discretionary variable pay dependent on your role
• Stock options in a $450 million funded Series D scale-up company
• Hybrid working 
• 24 days annual leave + public holidays
• 2 x Builder family days each year
• Time off between Christmas and New Year
• Generous Referral Bonus scheme
• Fully funded Private Medical Insurance 
• Free lunch at our state of the art working environment in Gurugram

• Delivering a WOW experience to the customers and the team, deciding and implementing critical business decisions to make it happen ! 
• Responsible for the gross margin for the business unit. 
• Performing resource allocation and workload assignment according to delivery requirement 
• Analyze customer’s requirements, set delivery priorities and make schedule adjustments to meet delivery goals. 
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments. 
•  Responsible for implementing OKR’s for the business unit. 
•  Coach/Guide to help Agile teams achieve their Goals/OKRs 
• Ensure that team maintains high level of competence and operational excellence 
• Responsible for negotiating contracts, delivery rates for new and existing customers. 
• Responsible for scouting new vendors, and negotiating contracts for software development and allied services. 
• Recommending methods of improving the processes and seeing that actions are implemented on time to deliver a wow experience. 
• The Head of Delivery will be an escalation point and accountable for the service delivery of the business unit.

RESPONSIBILITIES

Customer Centricity 

• Help the organization succeed by implementing customer centric strategies and initiatives both internal and external.
• Improve customer experience by driving adoption of digital tools at organization and customer level. Explore & enhance current processes and tools to drive better customer experience. 
• Drive customer satisfaction surveys, analyze the inputs received & drive actions with each function to minimize customer pain areas & close the loop with customers.
• Build & drive customer centricity across the organization by running ICES & NPS surveys, analyzing results & driving actions along with functional leads to improve the scores.  
• Change agent program deployment & actions implementations.

Commercial Excellence

• Structuring sales process and methodologies to enhance sales team effectiveness.
• Create new mechanisms and processes to identify and improve to help the sales team achieve the peak performance. 
• Drive enhancement & adoption of sales tools like SFDC, Customer360 dashboard, QUIP etc.
• Maintain order among the sales team to have a healthy sales pipeline, zero overdue opportunities, high value add services etc. to meet sales & growth objectives of the organization. 
• Generating business insights which would be of relevant business value to the commercial team
• Work towards creating cross functional excellence towards the commercial department and the sales team.

Job Description

Why Birdeye?

Once upon a time, local businesses could attract customers through advertising and word of mouth. But today consumers choose businesses based on online reputation and digital experiences. The modern marketer must deliver exceptional experiences that create repeat customers, and they need a platform that can do this at scale. Local businesses often struggle to overcome the complexity and inefficiencies that come from using multiple applications to manage and optimize their marketing and customer experience operations. They often find that their use of fragmented point solutions keeps them from achieving true customer insights - and from acting upon them in real time.

This is the challenge that Birdeye solves with its all-in-one reputation and customer experience platform. More than 90,000 local businesses and brands use Birdeye to be found online through local listings and reviews; engage with consumers through webchat, text, and social media messaging; collect digital payments; and gain insights to improve customer experience with survey, ticketing and benchmarking tools.

Founded in 2012 and headquartered in Palo Alto, Birdeye is led by a team of industry experts and innovators from Google, Amazon, Salesforce, and Yahoo and in 2021, our CEO and Co-founder was named 2021 EY Entrepreneur of the Year. Birdeye is backed by the who’s who of Silicon Valley - Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures, and World Innovation Lab - and recently closed a $60 million Series C funding round led by Accel-KKR, a leading technology-focused investment firm.

What You'll Do

As a Customer Success Specialist, your primary function will be helping clients onboard and driving product adoption with new & current customers to help ensure a high renewal rate. In this individual contributor role, you will proactively work with customers to drive increased platform adoption, business value, and overall customer satisfaction during the 90-day onboarding period. You will utilize superior customer success skills, expert platform knowledge as well as reputation management best practices in order to provide consultative advice to customers so they can optimize the capabilities of the Birdeye platform.

• 4-8 years of experience in a customer-facing support/success/account management role.
• Customer experience champion.
• Excellent oral and written communication skills.
• Consultative approach & stakeholder management.
• Deep customer empathy.
• Understanding of SMB space, particularly in the specified vertical.
• Exceptional Saas product knowledge.
• Ability to effectively manage delicate customer situations
• Organized and reliable - Able to work as a team with little direction when necessary
• Knowledge of Salesforce CRM a plus.
• Bachelor’s degree.

Responsibilities

• You will be responsible for product adoption, account growth (upsells), and account success.
• Monitor account health and proactively reach out to clients based on key metrics & triggers specifically those customers that have low adoption.
• Increase Customer Satisfaction and minimize Churn, by engaging via emails, calls, and texts to resolve challenges they are facing with respect to our product, also sharing inputs to better use the product.
• Help customers implement integrations with the Birdeye platform.
• Provide support for accounts that are at risk and escalated account issues.

Why You’ll Join Us

At Birdeye, we seek to innovate and to be the #1 product in our category, which means we continually raise the bar to deliver meaningful results for ourselves and our customers. Our quality is world-class. We deliver what we commit and roll up our sleeves and get work done.

Working at Birdeye means being part of a tight-knit community that helps you succeed and celebrates your wins! We find strength in diversity and inclusion, actively seek different points of view, and ask everyone to be always their authentic self.

Shift Timings – Either US (7:30PM - 4:30 AM) OR Australian (3 AM-12 Noon)

Why Birdeye?

Once upon a time, local businesses could attract customers through advertising and word of mouth. However, that has all changed. Today consumers choose where to spend their money based on online reputation and digital experiences. Modern companies must deliver exceptional experiences that create repeat customers and need a platform that can do this at scale. Local businesses often need help to overcome the complexity and inefficiencies of using multiple applications to manage and optimize their marketing and customer experience operations. Their use of fragmented point solutions keeps them from achieving true customer insights and acting upon them in real time.

This is the challenge that Birdeye solves with its all-in-one reputation and customer experience platform. More than 100,000 local businesses and brands use Birdeye to be found online through local listings and reviews; engage with consumers through webchat, text, and social media messaging; collect digital payments; and gain insights to improve customer experience with survey, ticketing and benchmarking tools.

Birdeye is the leading all-in-one platform trusted by over 100,000 businesses of all sizes to manage online reputation, connect with customers, and generate insights. Founded in 2012 by Naveen (the 2021 EY Entrepreneur of the Year) and Neeraj Gupta, Birdeye is based in Palo Alto, CA, and backed by investors Marc Benioff, Jerry Yang, and Accel-KKR. Learn more at birdeye.com.

Work Timings - 6:30 PM to 3:30 AM (IST)

What You’ll Do

Birdeye is looking for experienced Customer Success Managers to manage and grow our enterprise and mid-market client base. As a Customer Success Manager, you will use a combination of tools to help get new Birdeye users started, learn about their business and online reputation needs, and ensure that they know how to use Birdeye to their maximum benefit. Their successes will feel like yours. You are empathetic to their specific business processes, and can craft communication and education tailored to each – this includes account onboarding, training, management, retention and renewal.

You possess high positive energy and love to work with customers and make them successful. You are an expert in social media and possess strong verbal and written communication skills. You are a diligent worker, technically savvy, a problem solver, and do whatever it takes to deliver value to businesses. You must be able to clearly understand business needs and articulate Birdeye value proposition. You will make it your priority to positively impact and manage the customer’s overall experience with Birdeye. We’ll rely on you to listen to our business customers and use your expertise, creativity, and passion to meet their needs — and remind them that behind our awesome product are amazing people like you who are the voice of Birdeye!

Requirements

• Bachelor’s degree in technology, engineering, science, mathematics, business or equivalent experience
• 3+ years experience in professional services or B2B account management, preferably in SaaS
• Proven ability in organization, project management, time management, and communication skills
• Knowledge of CX/SEM/SEO/advertising/social media
• Technical experience or aptitude in working with SaaS platform configuration and troubleshooting
• Experience with online subscription / SaaS products is a must
• Energetic extroverted personality–you love working with customers and are customer obsessed
• Enthusiasm for troubleshooting issues; excited to learn and use new products/features
• Ability to quickly grasp and succinctly explain technological and business concepts
• Proven track record in managing enterprise customer relationships and delivering results
• Ability to stay calm and manage clients even under adverse conditions
• Strong communication skills and technical aptitude
• Diligence and organization in follow-up processes – document all calls/customer interactions in CRM Nice to have
• Experience in Customer Experience / Reputation Management, Social Media Campaigns
• Up-sell and value-selling experience

Why You’ll Join Us

At Birdeye, we seek to innovate and to be the #1 product in our category, which means we continually raise the bar to deliver meaningful results for ourselves and our customers. Our quality is world-class. We deliver what we commit and roll up our sleeves and get work done.

Working at Birdeye means being part of a tight-knit community that helps you succeed and celebrates your wins! We find strength in diversity and inclusion, actively seek different points of view, and ask everyone to be their authentic self at all times.

• 100% Employer-paid benefit plans available for employees with multiple health plan options (HSA, PPO)
• Flexible PTO
• 401(k) with company match
• Flexible work from home options available
• Maternity & Paternity Leave
• Employee Resource Groups - network with like-minded "Birds"
• Abundant opportunities that come with a dynamic and fast-growing organization!

Title: Customer Success Manager (Retention and Growth)

Location: Remote

Working Hours: 3.30 AM to 12:30 PM (IST)

Why Birdeye?

Once upon a time, local businesses could attract customers through advertising and word of mouth. However, that has all changed. Today consumers choose where to spend their money based on online reputation and digital experiences. Modern companies must deliver exceptional experiences that create repeat customers and need a platform that can do this at scale. Local businesses often need help to overcome the complexity and inefficiencies of using multiple applications to manage and optimize their marketing and customer experience operations. Their use of fragmented point solutions keeps them from achieving true customer insights and acting upon them in real time.

This is the challenge that Birdeye solves with its all-in-one reputation and customer experience platform. More than 100,000 local businesses and brands use Birdeye to be found online through local listings and reviews; engage with consumers through webchat, text, and social media messaging; collect digital payments; and gain insights to improve customer experience with survey, ticketing and benchmarking tools.

Birdeye is the leading all-in-one platform trusted by over 100,000 businesses of all sizes to manage online reputation, connect with customers, and generate insights. Founded in 2012 by Naveen (the 2021 EY Entrepreneur of the Year) and Neeraj Gupta, Birdeye is based in Palo Alto, CA, and backed by investors Marc Benioff, Jerry Yang, and Accel-KKR. Learn more at birdeye.com.

What You’ll Do

Birdeye is looking for a Customer Success Manager for Retention and Growth with a passion for relationship management. The successful candidate will nurture and manage accounts to maintain a healthy life-cycle, while ensuring and allowing customers to see the benefits of Birdeye’s new platform and renew. This role is vital and hands-on role, where you will work hand- in-hand with customers to help improve their online reputation.

Responsibilities

• Responsible for renewals of Birdeye’s clients

• Monitor and analyze account health to identify churn risk

• Win back clients who have requested a cancellation

• Utilize your creativity to refine and innovate processes to improve Customer Success

• Leverage your sales skills to reinforce the value proposition of BirdEye

• Be the point of escalation for clients and salespeople to ensure client satisfaction

• Develop methods for managing customer satisfaction

• Leverage research and understand of our clients industries to create tailor-made solutions

• Handle some financial and billing issues for Birdeye clients

• Additional assigned projects as assigned

Requirements

• 2-7 years of experience in a customer facing support/success/account management/retention role.

• Customer experience champion.

• Strong oral and written communication skills.

• Consultative approach to account management.

• Deep customer empathy.

• Understanding of SMB space, particularly in the specified vertical.

• Exceptional Saas product knowledge.

• Ability to effectively manage delicate customer situations

• Organized and reliable - Able to work as a team with little direction when necessary

• Knowledge of Sales force CRM a plus.

• Bachelor’s degree preferred.

Why You’ll Join Us

At Birdeye, we seek to innovate and to be the #1 product in our category, which means we continually raise the bar to deliver meaningful results for ourselves and our customers. Our quality is world-class. We deliver what we commit and roll up our sleeves and get work done.

Working at Birdeye means being part of a tight-knit community that helps you succeed and celebrates your wins! We find strength in diversity and inclusion, actively seek different points of view, and ask everyone to be their authentic self at all times

Title: Customer Success Manager (Retention and Growth)

Location: Remote

Working Hours: 3.30 AM to 12:30 PM (IST)

Why Birdeye?

Once upon a time, local businesses could attract customers through advertising and word of mouth. However, that has all changed. Today consumers choose where to spend their money based on online reputation and digital experiences. Modern companies must deliver exceptional experiences that create repeat customers and need a platform that can do this at scale. Local businesses often need help to overcome the complexity and inefficiencies of using multiple applications to manage and optimize their marketing and customer experience operations. Their use of fragmented point solutions keeps them from achieving true customer insights and acting upon them in real time.

This is the challenge that Birdeye solves with its all-in-one reputation and customer experience platform. More than 100,000 local businesses and brands use Birdeye to be found online through local listings and reviews; engage with consumers through webchat, text, and social media messaging; collect digital payments; and gain insights to improve customer experience with survey, ticketing and benchmarking tools.

Birdeye is the leading all-in-one platform trusted by over 100,000 businesses of all sizes to manage online reputation, connect with customers, and generate insights. Founded in 2012 by Naveen (the 2021 EY Entrepreneur of the Year) and Neeraj Gupta, Birdeye is based in Palo Alto, CA, and backed by investors Marc Benioff, Jerry Yang, and Accel-KKR. Learn more at birdeye.com.

What You’ll Do

Birdeye is looking for a Customer Success Manager for Retention and Growth with a passion for relationship management. The successful candidate will nurture and manage accounts to maintain a healthy life-cycle, while ensuring and allowing customers to see the benefits of Birdeye’s new platform and renew. This role is vital and hands-on role, where you will work hand- in-hand with customers to help improve their online reputation.

Responsibilities

• Responsible for renewals of Birdeye’s clients

• Monitor and analyze account health to identify churn risk

• Win back clients who have requested a cancellation

• Utilize your creativity to refine and innovate processes to improve Customer Success

• Leverage your sales skills to reinforce the value proposition of BirdEye

• Be the point of escalation for clients and salespeople to ensure client satisfaction

• Develop methods for managing customer satisfaction

• Leverage research and understand of our clients industries to create tailor-made solutions

• Handle some financial and billing issues for Birdeye clients

• Additional assigned projects as assigned

Requirements

• 2-7 years of experience in a customer facing support/success/account management/retention role.

• Customer experience champion.

• Strong oral and written communication skills.

• Consultative approach to account management.

• Deep customer empathy.

• Understanding of SMB space, particularly in the specified vertical.

• Exceptional Saas product knowledge.

• Ability to effectively manage delicate customer situations

• Organized and reliable - Able to work as a team with little direction when necessary

• Knowledge of Sales force CRM a plus.

• Bachelor’s degree preferred.

Why You’ll Join Us

At Birdeye, we seek to innovate and to be the #1 product in our category, which means we continually raise the bar to deliver meaningful results for ourselves and our customers. Our quality is world-class. We deliver what we commit and roll up our sleeves and get work done.

Working at Birdeye means being part of a tight-knit community that helps you succeed and celebrates your wins! We find strength in diversity and inclusion, actively seek different points of view, and ask everyone to be their authentic self at all times

Wood Mackenzie provides the data that transforms the way we power the planet – across every part of the energy and materials transition. Wood Mackenzie is the world’s most trusted partner for informed energy & natural resources solutions.

Our customers rely on our solutions to support decisions ensuring the global economy continues to be powered by accessible, reliable and sustainable energy & natural resources.

Together, we inspire and innovate the markets we serve – providing invaluable intelligence that informs the strategic decisions that will ultimately shape the future direction of our global natural resources.

About the Role

The Customer Organization (CO) is a division of Wood Mackenzie focused on retaining subscription revenue & supporting the company’s growth via customer experience. Each team under the CO umbrella has a key function whether it's to embed products, deliver satisfaction, deliver agreed customer outcomes or internally, define the customer experience strategy or enable the division's success.

The Customer Support Manager will support the Head of Customer Support with the leadership, mentorship and management of the Customer Support team with accountability for becoming an established expert in the vision, priorities and objectives of the Global Customer Support sub-function, with a strong knowledge of both the Technical/ Operational and Commercial/ Product elements of the team focus and surrounding processes.

You will be accountable for coordinating and driving ongoing team L&D to ensure the team is always equipped with the latest information and playbooks to support all customer queries. You will have a holistic view of the day to day CS team workings and will act as a point of escalation for the team, customers and business, where necessary. In addition, you will generally lead by example, and proactively champion & influence the global team to perfect their craft resulting in strong CSATs. You will additionally lead certain relevant, key business projects pertaining to Customer Support, working closely with the Head of Customer Support.

You will have people management responsibility for a small global team of Customer Support Specialists.

The person that fills this role must be an excellent communicator, highly organized, be self-motivated, and work autonomously, with a strong ability to successfully collaborate and influence others. You will use these skills to drive team success in the wider team in meeting company SLA’s. You will demonstrate a customer-centric mindset influencing others to deliver strong customer satisfaction ratings and query resolution times.

The person will serve as a ‘player-coach’, undertaking some customer support operational tasks while performing the role of a manager to a group of Customer Support Specialists.

Main Responsibilities

• Capable assistant to the Head of Customer Support; the person will provide people-management support to a group of Customer Support Specialists, and act as Head during any periods of absence
• Leads a team of individual contributors to deliver business objectives in Customer Support
• Creates a culture of customer centricity and outcomes-focused delivery, implementing change management within the team but also influencing senior stakeholders outside Customer Organization
• Develops individual contributors career pathways, identifying potential and growth areas and creating an atmosphere in which we celebrate both individual and team successes
• Drives the development of Customer Organization as a function by driving innovation and evolution, being comfortable with risk taking and data-led decision making, and balancing company priorities with the team’s
• Creates a climate in which people want to do their best   

Drive strong customer query outcomes & resolution times, and achievement of team objectives:

• Regular review of team case quality. Conduct analysis on adherence to process, case management, customer satisfaction and resolution times. Discuss regularly with Head and provide own input. Accountable for reporting these common trends, themes to function manager on a bi-monthly basis. Ideate any improvements or changes
• Review and drive the maintenance of global team processes, playbooks and product information. Coordinate activity to ensure the team are always equipped with the latest information they need to successfully deliver on all Level 1 queries ‘in-house’
• Collaborate with all areas of the Customer Org to ensure Customer Support are aligned and delivering key messages on customer’s reactive needs as appropriate