About the company - PillarPlus MEP consultancy :

- PillarPlus is a core MEP design and BIM consultancy firm. Our MEP consultants use artificial intelligence to create drawings automatically to prevent delays & errors.

- We take pride in growing rapidly, having 200+ projects across 24 Indian cities and 8 countries. We were among the top 10 IITian driven companies in Asia for 2020 at an event inaugurated by the honourable Prime Minister, Narendra Modi. We are funded by Y-Combinator from Silicon Valley, USA.

- We are now building a new SaaS application to manage construction job sites across India. Our platform is currently deployed across various construction sites in India & handles more than 500 acres of construction.

We are looking for a highly skilled Customer Success Manager to manage our mobile and web application with a focus on client retention and growth.

Job Responsibilities :

- Responsible for client onboarding and queries

- Getting repeat projects for maximizing value.

- Analyze customer data to improve customer experience.

- Hold service demonstrations for customers.

- Improve onboarding processes with the design team.

- Evaluate and improve communication.

- Mediate between clients and the organization.

- Handle and resolve customer requests and complaints.

- Aid in improvement in services and maintaining FAQ docs.

- Partner with AEs to expand customer accounts, increase customer retention

- Monitor customer satisfaction as they grow, solve customer issues, and drive customer satisfaction

- Define and help users achieve milestones for customer's success

- Increase retention and monitor churn, check in with their clients to make sure they- re consistently using the products

- Identify problems and updates required - Weekly submissions

- Generate excitement for old, new or developing products - Facilitate demos and training

- Travel to construction sites for training users on how to use the product

Job Requirement : 

- Comfortable with travelling across India

- 4+ years of experience in a similar job.

- Working in a B2B or Saas based company is a big plus.

- Highly organized and able to multitask.

- Self-driven and proactive nature.

- Excellent communication and interpersonal skills.

- Demonstrate leadership qualities.

- Understanding of India Real Estate and construction market

- B.Tech or MBA from a premier institute

- Fluent in Hindi and English (Regional language knowledge is highly preferred)

Please note : The job requires travel to customer locations

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