Company Overview
We are a dynamic B2B SaaS startup disrupting the travel industry with innovative management solutions. Sembark developed a game-changing Saas platform for tour operators and destination management companies (DMCs), offering cutting-edge tools to streamline internal tasks and tour operations with enhanced customer experiences.
Our innovative tools slash turnaround time by 80%, unleashing 40% greater operational productivity, and 90%t on-time payments.
We are a bootstrapped, profitable startup based out of Jaipur, India. You can visit our website to learn more about us. We are a bunch of serial entrepreneurs out of IIT Kanpur & NIT Kurukshetra.
Position Details
| Position | : | Lead Customer Success |
|---|---|---|
| Location | : | Jaipur |
| Job Type | : | Full-time and Work from Office |
Responsibilities:
Team Leadership and Management
- Supervise and mentor a team of Account Onboarding Agents and Customer Support Executives.
- Assign accounts to onboarding agents based on skill sets and workload to ensure smooth client transitions.
- Monitor team performance and implement strategies to optimize productivity and effectiveness.
- Plan manpower resources to align with current and future client onboarding needs.
Onboarding and Customer Support
- Oversee the end-to-end onboarding process, ensuring setup fee accounts are fully converted into live and settled accounts efficiently.
- Identify and address gaps in the onboarding process, ensuring quick resolution and seamless client experiences.
- Work closely with onboarding agents to expedite account setups and troubleshoot any onboarding delays.
- Collaborate with sales, technical, and product teams to resolve complex customer issues.
Training and Process Improvement
- Develop, deliver, and refresh training programs for both new hires and existing team members.
- Standardize onboarding and support processes to ensure consistency and quality of service.
- Implement tools and best practices to enhance productivity and client engagement.
Reporting and Stakeholder Communication
- Provide regular updates to senior management on the onboarding and support status of accounts.
- Analyze customer interactions, onboarding timelines, and issue resolution metrics to identify areas for improvement.
- Gather client feedback and work with the product team to enhance the Sembark platform.
Requirements:
- Minimum of 7 years in customer support or client success roles, with at least 2 years in a managerial capacity.
- Strong verbal and written communication skills to liaise effectively with clients and internal teams.
- Proven experience leading and motivating a customer-facing team.
- Familiarity with CRM systems, MS Office tools, and popular video conferencing platforms.
- Ability to think critically and resolve client issues with a customer-first mindset.
- Exceptional time management and multitasking abilities to handle multiple accounts and team members.
- Willingness to travel to client locations when necessary.
- Bachelor’s/Master’s degree in Business, Communication, or a related field is preferred.
- Patience and a customer-centric attitude.
Benefits:
- Competitive salary and benefits package.
- Comprehensive training and development programs.
- A supportive and collaborative work environment.
- Opportunities for career growth within the company.
Apply
Applications for this job have been closed on 01 Mar, 2025. Please check again later.
Questions about the careers should be sent to support@sembark.com