Customer Success Manager

Roles and Responsibilities:

1. Experience in Customer support and relationship management
2. Experience in working with multiple customer requests and project managements
3. Experience in both in person customer support in the field as well as remote on-call, WhatsApp support to manage customer request
4. Experience in working with ticket management tools to manage different priorities of production issues (both software, app, and hardware)
5. Experience in IoT (Internet of things) or smart home or smart devices domain to manage issues related to hardware, Sensors, networks, and app
6. Proven Experience in typical failures or issues with IoT devices and networks to manage the expectations with customer as per the SLA
7. Ability to handle customers of different level of technical background and help them train and enable them to use the app with remote support
8. Help driving the customer training as part of IoT or mobile app Implementation
9. Work closely with hardware vendors to plan the customer implementations and plan and execute field testing to ensure the implementations are working as per the standards before handing over to customers.
10. Strong knowledge of Digital applications and IoT product related supports
11. Strong experience in Production and postproduction support
12. Experience is going to customer site and manage /oversee the hardware installations and do the necessary support to complete the implementations without any escalations
13. Ability to manage a team of customer support personals to help driving the customer experience and act as a brand ambassador for the Planet brand through exceptional support process and management.
14. Flexible, Matured, Passionate and people- focused personality