ABOUT THE COMPANY
Savvital is a forward-thinking organization that provides diversified services to small and medium-sized businesses in the international market to enable them to build their future while benefiting from our customized solutions. Our team of educated experts are motivated individuals excited to handle tasks that can bring capacity to your workday. Our Mission is to provide an affordable solution to growing companies through strategic task delegation. We envision creating an eco-system that resonates with the human touch every business needs.
ABOUT THE JOB
Savvital is seeking a motivated and detail-oriented Assistant Manager - Customer Success to join our growing team. This role is crucial in ensuring that our customers receive exceptional service and that our Customer Success team performs at its highest level. The ideal candidate will have a strong background in customer success management, data analysis, and team leadership. This role involves analyzing customer churn, managing a team, and overseeing the onboarding process for new clients.
WHAT YOU’LL BE DOING
1. **Churn Analysis & Reporting:**
- Generate and analyze customer churn reports to identify trends, patterns, and areas for improvement.
- Develop strategies to reduce churn and enhance customer retention.
2. **Customer Success Team Management:**
- Lead, mentor, and manage the day-to-day activities of the Customer Success team.
- Ensure team members meet and exceed performance goals and KPIs.
- Conduct regular performance reviews and provide actionable feedback.
3. **Power BI Reporting:**
- Build, maintain, and securely store Power BI reports to support data-driven decisions.
- Analyze data to provide insights that drive business decisions and customer satisfaction.
4. **KPI Management:**
- Monitor and manage the performance of the Customer Success team against key performance indicators (KPIs).
- Ensure KPIs are consistently met or exceeded to maintain high levels of customer satisfaction.
5. **Escalation Handling:**
- Manage and resolve escalated customer issues efficiently and effectively.
- Act as a point of contact for complex customer concerns, ensuring timely and satisfactory resolutions.
6. **Cross-Departmental Communication:**
- Serve as a liaison between Customer Success and other departments to ensure seamless operations.
- Facilitate communication and collaboration to address customer needs and business goals.
7. **Client Onboarding:**
- Lead the onboarding process for new clients, ensuring a smooth and positive transition.
- Coordinate with internal teams to set up accounts, provide training, and deliver necessary resources to new clients.
8. **Weekly Client Check-ins:**
- Conduct regular check-ins with clients to maintain strong relationships and proactively address any concerns.
- Gather feedback to continuously improve the customer experience.
9. **Monthly Reporting:**
- Compile and analyze monthly reports for the Customer Success department.
- Present insights and recommendations to Savvital leadership to inform strategy and decision-making.
10. **Database Management:**
- Update and maintain customer data and project management details in Monday.com.
- Ensure accuracy and security of all client and project information.
11. **Virtual Professional Management:**
- Oversee the task trackers and performance of virtual professionals.
- Ensure that virtual professionals are aligned with client goals and expectations.
WHAT WE’RE LOOKING FOR
- Bachelor’s degree in Business, Marketing, or a related field.
- 3+ years of experience in Customer Success, Account Management, or a similar role.
- Strong leadership skills with experience managing and developing a team.
- Proficiency in data analysis and reporting tools, particularly Power BI.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities with a focus on customer satisfaction.
- Experience with CRM and project management tools, particularly Monday.com.
- Ability to work collaboratively across departments and manage multiple priorities.
WORK TIMINGS
This is primarily a US Hours' Shift. 7 PM to 4 AM during daylight savings and 6 PM to 3 AM after daylight savings. However, this may change as per business needs.
COMPENSATION & BENEFIT
- Base Salary: Market Competitive.
- Allowances: Internet, Electricity, Wellbeing. Medical Insurance for you.
- Performance-based bonuses.
- Annual Bonus and Increments.