Superset Customer Success Manager

About Superset

Superset is India's largest University Recruitment Platform - a placement automation tool for universities and a digital campus hiring automation platform for employers.

We are a Blume Ventures backed startup and now backed by Great Learning, simplifying the graduate recruitment market in India in unique ways. At present, we work with 700+ colleges and 1800+ recruiters in India and are growing fast. Enterprises like Capgemini, Wipro, Cognizant, Hexaware, HDFC Bank, RPG Group and 100's more use Superset tools to automate their campus hiring process.

Location - Bangalore

What you'll do:

• Onboarding and Handholding: Welcome new clients, guide them through the onboarding process, and provide ongoing support.
• Client Training: Conduct regular training sessions to educate clients on our products and services.
• Requirement Gathering and Documentation: Understand client needs, document requirements, and create detailed approach notes.
• Analysis and Reporting: Analyze client data, generate insightful reports, and share regular updates.
• Cross-Functional Collaboration: Work closely with internal teams to ensure smooth project execution and keep stakeholders informed.
• Knowledge Base Management: Create and maintain comprehensive product walkthrough documents.
• Customer Support: Address client inquiries, troubleshoot issues, and provide timely solutions.
• Daily Operations Support: Assist with day-to-day operations, such as task tracking and progress updates.

What you'll need:

• Excellent communication and interpersonal skills
• Strong problem-solving and analytical abilities
• Ability to multi-task and prioritize effectively
• A passion for customer satisfaction
• Basic understanding of project management principles
• Proficiency in relevant tools and software (eg, CRM, project management tools)

Essential Qualifications:

• Education: Bachelor's degree in a relevant field like Business Administration, Computer Science, or a related field Or relevant experience
• Experience: 1-2 years of experience in customer service, account management, or a related field.
• Technical Skills: Proficiency in project management tools (eg, Asana, Trello), and Microsoft Office Suite, should be proficient in creating presentations
• Soft Skills: Excellent verbal and written communication skills, strong interpersonal skills, problem-solving abilities, attention to detail, and a customer-centric mindset.

Desired Qualifications:

• Experience in the SaaS or technology industry: A strong understanding of SaaS products or technology-based solutions can be beneficial.
• Certification: Certifications in customer success management or related fields can be a plus.
• Language proficiency: Fluency in multiple languages is a plus
• Data analysis skills: Ability to analyze customer data and generate insights to improve customer satisfaction and retention.

Additional Considerations:

• Passion for customer success: A genuine interest in helping customers achieve their goals.
• Adaptability: Ability to adapt to changing priorities and work in a fast-paced environment.
• Team player: Willingness to collaborate with cross-functional teams.
• Positive attitude: A positive and can-do attitude.

How can Superset help you on your journey?

• Two things are well ingrained in our culture:

We need people to take ownership = we don't micromanage/follow-up on our people because we trust them to deliver the best work possible

We ensure to provide resources and remove bottlenecks that deter our people from delivering the best of their work

• If you're at a stage in life where you are looking for challenges, you're at the right place,
• We're a team of proactive, versatile, independent and collaborative mindsets. We provide the liberty to experiment and be creative wherever necessary, and get things done,
• We understand that making mistakes comes in handy when you're growing in your career. As long as you're learning from your mistakes, you'll fit well with us,
• Our people have the freedom to approach, own, and solve problems creatively,
• Our customers rely on our products to do their most important work, which means they rely on us to build things the right way.