Jobs

Lead Customer Success

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.

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Join us at Sembark Tech and be a part of a dynamic team dedicated to transforming the travel industry!

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Questions about the careers should be sent to support@sembark.com