Associate Customer Success Manager

About Trantor

Founded in 2009, Trantor is a leading software services company headquartered in Menlo Park, California. We deliver innovative technology solutions which enable our clients to achieve their business objectives holistically keeping the big picture in the front and center.

People working at Trantor practice pragmatism in software engineering and focus on customer success. This has led to extremely positive long-term working relationships with our clients and solution partners. They participate in different forums at Trantor to solve complex business and algorithmic problems across business domains. They also actively participate in and nurture the local tech communities.

Please visit https://trantorinc.com for more details.

 

 

Why work at Trantor

  • We value diverse perspectives and hire to enrich our teams with new ideas and perspectives.
  • Your learning is a top priority. We actively structure teams and projects to maximize individual growth and opportunities.
  • You are encouraged to communicate openly and share opinions irrespective of your role or designation.
  • Good work/life balance – We have strong work ethics towards our customers; at the same time, we also value your life outside of work.
  •   Many of us have worked together at previous companies, and choose to work together again and again because we respect one another.

 

Here’s what you will bring:

  • 2+ years of relevant work experience in customer success, customer service, or customer support in similar roles in a Cybersecurity/SaaS solutions company.
  • An understanding of typical business and security challenges faced by customers and their common cyber security objectives.
  • Team player with the highest level of integrity with a track record of successfully working with cross-functional teams.
  • Ability to multitask, effective time management, and work in a fast-paced environment
  • Proven track record of improving customer experience, building customer loyalty, managing customer escalations, balancing customer needs, and negotiating successful resolutions.
  • Grounded in the tech industry or interested in diving in and learning quickly about Cybersecurity in a self-directed manner.
  • Extremely well organized and attentive to detail with a commitment to following the process.
  • Active listener with a positive attitude for driving customer success.
  • Proficient in the English language. Multiple language familiarity is preferred.

 

As an Associate Customer Success Manager, here’s what you can do at Trantor

  • Assist with customer onboarding, satisfaction and advocacy by resolving their customer success requests and issues.
  • Manage customer-centric activities and respond to customer product inquiries, resolving customer requests and concerns and directing them to technical product resources as appropriate
  • Serve as a customer advocate to get their needs and requests addressed on time including original and follow-up requests.
  • Manage performance metrics like CSAT, deployment, consumption, customer request management, and time to resolution
  • Assisting in the customer onboarding process and customer success case management
  • Partner with our customer success Operations team on in-product and email engagement/nurture flows

• Drive customer satisfaction and success by consulting their supervisor as needed

Job Category: Custom Success Manager
Job Type: Full Time
Job Location: Remote/ Chandigarh/ Gurgaon

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