LotusFlare Manager Customer Success

Job description

<p>Job Description and Responsibilities:<br/><br/>- Customer Success: Drive customer satisfaction by ensuring timely and effective resolution of technical issues.<br/><br/> - Act as an escalation point for complex or high-impact customer concerns.<br/><br/> - Act as the primary point of contact for customers regarding all Support related matters, building trust, understanding their pain points, and ensuring measurable success with our product.<br/><br/> - Proactively address customer concerns and guide the product and delivery teams to create solutions that meet the customer's unique challenges.<br/><br/> - Design and implement a comprehensive customer success framework for Care Operations, including onboarding, engagement, resolution, and satisfaction, while optimizing processes, tools, and metrics for scalability.<br/><br/> - Collaboration: Work closely with product, engineering, and sales teams to ensure a seamless customer experience.<br/><br/> - Provide feedback on product improvements based on customer insights.<br/><br/> - Serve as the voice of the customer, providing insights and feedback to the product team to inform development priorities.<br/><br/> - Reporting & Analytics: Track and report key support metrics such as response time, resolution rate, and customer satisfaction scores.<br/><br/> - Present performance updates to senior management.<br/><br/> - Operational Excellence: Develop and optimize support processes, workflows, and KPIs to improve efficiency and service quality.<br/><br/> - Training & Development: Implement training programs to keep the team updated on product features, troubleshooting techniques, and customer engagement best practices.<br/><br/> - Serve as the voice of the customer, providing insights and feedback to the product team to inform development priorities.<br/><br/> Requirements:<br/><br/> - Strong customer service orientation with excellent communication and conflict resolution skills.<br/><br/> - Have a proven track record of building and scaling customer success programs in a high-growth, technology-focused environment.<br/><br/> - Possess exceptional interpersonal and communication skills, with the ability to build trust and articulate complex ideas clearly.<br/><br/> - 5+ years in technical support or customer success roles, with deep understanding of L3/L2/L1 support functions.<br/><br/> - SaaS Knowledge: Strong understanding of SaaS products, preferably in the customer service or AI/chatbot industry.<br/><br/> - Technical Skills: Familiarity with CRM and support tools (Jira, Zendesk, Service Now, etc) and knowledge of cloud technologies, APIs, and troubleshooting methodologies.<br/><br/> - Leadership: Proven ability to manage and inspire technical teams.<br/><br/> - Problem-Solving: Analytical mindset with the ability to diagnose and resolve technical issues quickly.<br/><br/> - Demonstrate the ability to manage multiple priorities in a fast-paced, evolving environment.<br/><br/> - Possess a data-driven mindset with the ability to analyze and interpret customer data to drive decisions.<br/><br/> Recruitment Process:<br/><br/> - HR Interview followed by 4-5 Technical Interviews.<br/><br/>Benefits we have for you:<br/><br/> - Competitive salary package.<br/><br/> - Paid lunch (In the office).<br/><br/> - Private healthcare.<br/><br/> - Yearly bonus.<br/><br/> - Training and workshops.<br/><br/> About:<br/><br/> At LotusFlare, we attract and keep amazing people by offering two key things:.<br/><br/> Purposeful Work: Every team member sees how their efforts make a tangible, positive difference for our customers and partners.<br/><br/> Growth Opportunities: We provide the chance to develop professionally while mastering cutting-edge practices in cloud-native enterprise software.<br/><br/> LotusFlare employees join and remain at LotusFlare for two simple reasons.<br/><br/> First, they can see immediately that their work makes a positive impact on LotusFlare customers, and second, they grow on a personal level by developing best practices and experience in cloud-native enterprise software.<br/><br/> LotusFlare Founder and CEO Sam Gadodia believes that if you want to make an impact and change industries for the better, you should consider joining LotusFlare.<br/><br/> LotusFlare has always been about making an impact through software products and changing industries for the better by simplifying technology so as to simplify the customer experience.<br/><br/> Founded by the team that helped Facebook reach over one billion mobile users, LotusFlare was born out of a vision to make the mobile internet accessible and affordable to people in parts of the world who often did not have access.<br/><br/> From this initial work, LotusFlare's mission now is to design, build and continuously advance a cloud-native digital commerce and monetization platform that simplifies technology and customer experience to deliver valuable outcomes to enterprises.<br/><br/> This platform provides the software product foundation for the company's main offering, the LotusFlare Digital Network Operator- Cloud.<br/><br/> LotusFlare DNO- Cloud is a digital commerce and monetization managed service that serves as a digital BSS to deliver valuable business outcomes for communications and media services providers.<br/><br/> LotusFlare looks for people all around the world who are passionate in their aim to make an impact and change industries for the better by simplifying technology.<br/><br/> Headquartered in the heart of Silicon Valley with offices in EMEA and APAC, LotusFlare serves Verizon, T-Mobile, Globe Telecom, MPIC, Digi, DISH Networks, Permata Bank, Singtel, Digicel, Supercell, and other leading enterprises around the world.<br/></p> (ref:iimjobs.com)

Required Skill Profession

Operations Specialties Managers