Customer Success Manager

Location: Gurgaon, Haryana, India Full-time

hate2wait is a mobile queue management, customer flow management platform which helps merchants manage their customers/queues efficiently with ease and drive very high customer experience.

hate2wait enables consumers to find merchants where the wait is least, join queue remotely and reach just in time. We are building most accurate prediction engine for waiting time to be able to help people not waste their valuable time waiting in queues.

We have helped more than 7lac people save approx. 18 million minutes of waiting time. We are well-funded, profitable, and growing rapidly (triple digit year-on-year revenue growth).

hate2wait is looking to add a core-team member in customer success and support wing who is the go-the-extra-mile, pour-your-heart-into-it, delivering-happiness that people notice and appreciate kind of individual. And we know that not everyone wants to work like that, so if you- re the - it's 6:31, I- m off the clock- type or - I just need a job- type, you can probably stop reading here.

The following is a list of requirements and desired skills for the position, but the most important thing is that you truly, genuinely care. The other stuff- We can talk about it.

With hate2wait you will:

- Get to learn and experience to be the front face of expansion.

- Experience hate2wait product ideation, design and execution. Get to work in a product high growth experience community

- Empathize with every aspect of the customer experience, putting customers- needs first.

- Maintain high levels of customer engagement (including on site meetings) with a focus on customer satisfaction and loyalty.

- Conduct usage and adoption reviews, and proactively suggest solutions to common customer challenges and help them achieve their business goals. Analyze performance metrics and define strategies to meet them

- Proactively spot and correct any issues that could affect customer satisfaction or retention

- Coach customers to be product experts and train their teams on best practices so they become increasingly self-sufficient.

- Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.

- Help drive customer references and case studies, and produce reports and presentations to explain insights and results to marketing professionals.

- Provide strong account management and support to existing clients and users, and keeping them abreast of new products and services that could be of value to their business. Be responsible for upsetting and renewals, and increase revenue per customer

- Work in an open, friendly, startup culture with generalists from some of the best colleges

- Test the limits of your execution skills, attain pride in your work and deliver perfection and have fun

Qualifications:

- Strong customer service background, follow-up, and organizational skills with strong troubleshooting/root cause isolation skills and problem solving skills.

- 0-3 years of experience, relevant work experience in a customer-facing role (customer success or account management / SaaS experience a benefit)

- Bachelor's degree in IT/Computer Science preferred.

- Diplomacy, tact, and poise under pressure when working through customer issues.

- Excellent personal presentation and communication and analytical skills

- Familiarity with helpdesk/CRM systems like freshdesk/zendesk/salesforce etc.

- Sense of ownership - Should be able to work independently with no oversight required

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