Customer Success Manager for SAAS Products / Service

About MSWeb

We are a leading Shopify expert based in Singapore and Kolkata and trusted by 1400+ ecommerce businesses around the globe. We offer a bouquet of products and services to help businesses be successful in ecommerce using the most popular ecommerce platform - Shopify.

The opportunity

Your role will be to act as a trusted advisor to our customers and ensure their success with MSWeb services and products. You will onboard new leads, support existing customer and drive customer satisfaction and retention.

It will be your job to help the clients through our their journey with MsWeb. We will also look to you to drive continual improvement of our processes and, in time, shape the Customer Success function as we scale.

About you

Ideally, you will have at least 1 – 3 years’ experience in customer success/ account management/project co-ordinators/inbound sales executive or similar role in a B2B product/service business serving international customers in IT/Technology domain.

Basic knowledge in the web and technology fields is a must. Knowledge of web/ecommerce development industry is a plus.

Skills we are looking for:

• Be obsessed with customer satisfaction!
• You are a clear, confident and persuasive communicator, especially in writing as you will be handling customer chats and emails
• Ability to prioritise, multi-task and perform effectively under pressure
• You know how to navigate through the conversation and get the information you need in order to maximize your time
• Technology savvy and operationally minded with experience in automating processes
• You have strong management skills and an entrepreneurial mindset

What you will do

1. Customer journey management

• Onboard new leads efficiently.
• Coordinate with the project team to effectively support the customers.
• Build a trusted advisor relationship with key customer stakeholders to fully understand their needs and help them accordingly.
• Monitor and report on key metrics, such as lead conversion, engagement, retention and satisfaction to customers.

2. Strategy and process

• Use our CRM tools to effectively manage customer communications. Come up with ideas to improve the process to provide a better customer experience.
• Plan and report on success KPIs like lead conversion and customer satisfaction rate.

• Shape the customer success function as we scale.As well as the specific skills and expertise above, we look for the following traits in anyone who joins the MSWeb team:

• Autonomy - self-starter and motivated to manage yourself based on broad objectives and key results

• Integrity - work in an open, ethical and fair manner

• Curiosity - a natural curiosity, keen to explore ideas and ways of working with a flexible, growth mindset

• Creativity - always looking for new ways to improve and innovate personally and within the business

• Impactful - focus on delivering a positive impact, quickly; being action orientated

Benefits :

• WORK FROM HOME FACILITY DURING COVID19
• Homely & Friendly Work Environment
• Fixed Salary + Monthly Performance Bonus
• Lavish office at Salt Lake Sector 5
• Anniversary/Birthday Leave
• 2-time tea/coffee with snacks
• Monthly lunch/snacks from Company
• 1st and 3rd Saturday Off
• Onsite project opportunity(Canada and Singapore)