Customer Success Manager

Opportunity

As a customer success manager, your goal will be to provide outstanding customer service to our clients by developing effective customer service procedures, implementing customer loyalty programs, and Improve customer experience and customer satisfaction (Customer Love metrics)

Responsibilities

• Be the single point of contact for all your customers from the time they sign the contract.
• Establish a trusted relationship with them and help them succeed with QDC through product adoption and delivering the value promised.
• Understand the customer’s goals, org structure, key challenges, and define their success.
• Work with the sales and onboarding team to plan and execute a seamless customer onboarding process, ensuring a smooth ‘go live’.
• Identify customer insights and pain points and help shape the product roadmap by providing active feedback to the product team.
• Proactively identifying and prioritizing resources and effort according to perceived risk, potential growth, strategic value, and renewal timeframe, making sure subscriptions are renewed timely.
• Monitor at-risk customer behavior and carry out activities to retain them.
• Own churn and expansion for all your accounts.
• Identify opportunities for portfolio growth and contact customers for upsells.
• Work towards turning customers into advocates of QDC.
• Collaborate with the Marketing team to build customer case studies, testimonials, and referrals.

What you can expect in the next 12 months

Within 1 month

• You should have acquired good knowledge of the laundry domain, QDC product and process that we follow.
• You should have spent a day at the laundry store to get live hands on experience.
• Have a one-one chat with every member of the Quick Dry Cleaning team so you get to know everyone well and understand each other.
• Start owning the renewal process with the help of peers.

Within 3 months

• You should be able to manage the portfolio assigned with some dependencies on your peers.
• Should start working towards the identification of possible opportunities in terms of expansion of the accounts.
• Participate in conversations regarding process refining.
• Should be able to independently handle complex sets of queries related to the product.
• Track and hit key implementation milestones.

Within 6 months

• You should be able to independently manage the portfolio assigned.
• Should be able to define the expansion targets for your portfolios.
• Should be able to add value to the overall process alignment owning some initiatives.
• Provide feedback to Marketing, Sales, Support, Success and Engineering teams to further improve product.

Within 12 months

• Participate in interviewing and hiring, as a way to influence team growth and show QDC values and drive our culture.
• Deliver and present metrics related to success and show improvements.

What an ideal candidate looks like

• At least 2+ years of work experience in a customer-facing role such as Customer Success, Account Management and Sales, etc.
• Ability to understand a software product and its nuances very well.
• Excellent written and verbal business communication skills.
• Strong problem-solving skills, technical and analytical aptitude with the ability to quickly learn and adopt technical products.
• Ready to work during US hours - in future

What are we looking for?

Attitude

Skills

Empathy
Positive Attitude
Organized
Process Driven
Coachable
Patience
Metrics Driven
Ability to explain in uncomplicated/ simple language
Attentive and Listening Skills
Effective Negotiator
Creative Problem Solver
Comfortable with huge data and analytics

About Quick Dry Cleaning

We are on a mission to make Dry Cleaners and Laundry business winning in the digital era.

We believe in

Helping traditional laundries to come at par with digital businesses: Traditional We help laundry businesses adapt modern technology and deliver the customer experience that today’s digital businesses like Swiggy, OLA and Flipkart are delivering. We feel successful when we hear stories like these.
Building a large profitable business: We envision building a capital-efficient, large profitable business to achieve our mission of making laundry business win. This means less dependence on investors & more ownership with the team. We are one of the few profitable Indian SaaS startups building value SaaS
Employee Wellness <> Customer Success: We give as much importance to each team member’s personal & professional success as much as we care about our customer's success. We believe it’s all about balance.

Our impact so far

3 Billion garments processed through QDC Dry Cleaning Cloud
47 countries
1000+ Paid subscribers
5000+ Users
All this could be achieved with a nimble team of 20 from our single office in Noida

Why join QDC?
Freedom & Responsibility: If you are a person who wants to take up challenging work & push your boundaries with no one monitoring you, then this is the right place for you. There are no hierarchies. No managers to please.
Holistic Growth: Building a career doesn’t have to be at the cost of missing out on your personal front. We believe that professional success is worth when the personal goals are nurtured with equal importance. We will support you all in on that journey of yours.
Transparency: If you ever wanted to know what it’s like to be on an entrepreneurial journey, then working with QDC gives you that opportunity to experience it all first hand.

Great Environment: We spend more time of our day at work than at home while awake, so it is important that we feel comfortable at our workplace. Our office space is fun and the team is funnier. We never miss out on any opportunity to have fun. We don’t experience monday blues rather we have Monday excitement.