SocialPilot is looking for a Manager, Customer Support and Success to partner with SocialPilot's customers and make them truly successful in achieving their social media goals.
Your primary responsibility will involve direct interaction with our current customers, offering technical support to ensure satisfaction and foster retention.
You will also work with customers to resolve any issues, help them adopt new features, and overall be their partner in success.
What You Will Do
Proactively support customers with prompt, friendly and accurate solutions through any medium or channel (including phone, email, chat, and social media)
Troubleshoot technical queries to identify issues in order to provide complete information and resolution to customers
Work closely with customers to understand their measures of success and identify areas for improvement
Deliver interactive product demonstrations to help the user find value in the product
Communicate effectively and promptly with cross-functional colleagues to gather inputs required for issue resolution.
Establish a trusted partner/advisor relationship with customers and drive value with SocialPilot
Going beyond the miles to assist customers
Collaborate with other departments, such as sales, technical support, and product development, to address customer needs and improve overall customer satisfaction.
Educate customers on the use of products or services, guiding them through processes and troubleshooting steps.
Delivering Customer Satisfaction
What Are You Like
7+ years of experience in SaaS product support and customer success
Strong communication and interpersonal skills; ability to provide timely communications to customers is vitally important
Strong technical skills to understand and identify the technical problems and resolving them
Strong analytical skills - ability to adapt the tools quickly and in-depth knowledge on finding out the root cause of the problem
Develop a proactive approach to establish a best-in-class support services experience to continuously improve customer engagement and satisfaction.
Meeting the customers SLAs and CSAT
Understanding of social media channels and connections
Experience in global tools like JIRA, CRMs, etc
Preferably knowledge of social media channels and updates, API integrations
Ability to handle high-stress situations and remain calm under pressure
Experience in leading a team and maintaining KPIs
Ability to quickly develop effective working relationships with internal and external contacts
Know-how of customer market working conditions
Excellent managerial, communication and consultancy skills
What we believe in
Customer Obsession: We put customers first while making decisions and planning future goals
Ownership: We believe in taking ownership of areas that we re working on. We own up to our successes and failures. Moving the needle matters more than just busywork
Relentless: When it comes to creation & innovation, we stop at nothing. We might fail at the first attempt, but we rise back fast to try again.
Nimbleness: We respond rapidly to changing circumstances and customer needs
Collaboration: Our collaboration efforts extend to our partners and customers along with our internal team. We are stronger together.
Why join SocialPilot
Complete transparency on strategy, business metrics, key performance indicators, and major initiatives across the organization
No micromanagement: Own up your work and be accountable without the need for close supervision.
Great team: Work with a great team with diverse backgrounds from world-class organizations
Personal growth: Design a personal learning plan and utilize organizational resources to achieve the goals
