InnoRenoVate Hiring for Client Support Manager Job at New Delhi Full Time

Manager – Client Support for leading SaaS platform

About Knimbus

Knimbus is India’s #1 SaaS platform for libraries to transform for a digital future. Knimbus provides Libraries tools like Universal Search, Remote Access, Analytics and Librarian

Dashboard in an integrated platform so that users can seamlessly access the library resources anytime, anywhere and on any device. Over 500 leading institutions like IITs, NITs, Central,

State Universities & Private Universities, Research Labs and Multi-National Companies depend on Knimbus for their digital library.

At Knimbus, we are building a trusted knowledge ecosystem using sophisticated and innovative technology, for institutions, organizations, and establishments. Our team of highly dedicated and creative minds have brought this state-of-the-art platform to life, and go on working diligently to build even more impactful features.

Knimbus has set sail with a strong vision, ‘A world where people can easily access relevant and credible knowledge with trust.’

We aim to deliver this through our proprietary, cloud-based platform that enables any knowledge seeker – professors, researchers, corporate employees, R&D workforce, or students, to easily access relevant and credible content. The feature-rich admin dashboard is designed to provide control, autonomy, and flexibility to the learned administrators who manage their organization’s knowledge resources.

Together with an intuitive UI, complete customization ability, and a plethora of powerful tools, the Knimbus platform has become and continues to grow to be an integral part of organizations across the globe.

Website: https://www.knimbus.com/

LinkedIn Page: https://www.linkedin.com/company/knimbus/

Opportunity:

Knimbus is offering a unique opportunity to ambitious sales people to grow with the organization. Sales is the foundation of Knimbus and this function gets unrivaled support from all business departments.

We are hiring for Manager-Client Support. We are looking for dynamic professional with experience in Client Support who has good experience in dealing, handling and supporting customers and clients in SaaS based organizations.

The successful candidate will be responsible for retaining and growing our total service portfolio and will have strong expertise in new business sales, account management and account planning.

If you are a Customer Success professional with a proven track record in technology-related sales, goal orientation and a strong motivation and reason to succeed, consider joining the future leader in the Knowledge Transformation marketplace. We seek the best and the brightest sales talent to continue growing our business and grow with it.

If you are a dreamer, we offer a challenging and rewarding environment to fulfill your dreams.

Location:

1. New Delhi (WFO every Tuesday and Thursday WFO and rest of the three days WFH, for candidates who are from Delhi NCR Region. Mandatory Requirement)

2. PAN India (If candidate is not from Delhi NCR Location, but that is completely based

on the performance in the interview if shortlisted, and the hiring manager’s

approval)

Experience: 3-5 years

Job Information

Responsibilities:

1. To remain as basic point of contact for customers and internal departments with queries, complaints, and feedback’s, requests etc.

2. Respond to Publishers and Customers by phone or email

3. Act as the point of contact and communicate project status adequately to all participants.

4. Deal directly with customers either electronically or telephone.

5. Follow up to ensure that appropriate actions were taken on customers’ requests.

6. Call professionally to provide information about products and services.

7. Prioritize contact list using renewal opportunity strategy and Client Engagement protocols.
8. Contact clients, identify and perform assessments and create action plans to improve product usage.

9. Assess and analyse client key performance indicators to identify strategic opportunities and client educational needs.

10. Making certain that clients’ needs are met as the project evolves.

Skills and Requirements:

Primary Skills:

• Good oral and written communication skills.
• MIS with good presentation skills.
• Can manage and complete all allotted responsibilities time to time.
• Ability to work individually and with a team with a positive team environment.
• Quick learner and have a knack to understand tasks well to execute it better.
• Candidate must have worked SaaS based platform/companies (important

requirement)

• Experience with Ticketing tools: – Zohodesk, Freshdesk and others
• Strong Project Management Skills, with attention to details
• High pressure situations, Multitasking
• High responsiveness and customer empathy
• Ability to communicate client requirements to internal development and solutions team
• Able to connect with Sales, Software, product, publisher/vendor and customer verticals
• Must have demonstrated customer success: they should have been awarded/appreciated in Customer Success verticals.
• Self-Starter – takes initiative

Technical Skills:

• Command over Word & Excel ( Pivot table with Slicers, V-Lookup, Conditional

formatting, Filters, etc.)

• Can manage multiple excel sheets simultaneously for data mapping, data handling, etc.

Secondary Skills:

• Should be extremely creative and also should have a dynamic personality.
• Must be detailed-oriented and have a pro-active approach.
• Analytical and logical thinking with a problem-solving approach.
• Time management with accuracy.
• Decision making approach.
• Excellent organizational skills.
• Recognizes others for their efforts.

Job Types: Full-time, Regular / Permanent

Pay: ₹700,000.00 – ₹750,000.00 per year

Benefits:

• Health insurance
• Leave encashment
• Provident Fund

Schedule:

• Flexible shift
• Monday to Friday

Application Question(s):

• Do you have prior work experience as a Client/Customer Support (Yes/No):
• Do you have prior work experience in B2B Vertical (Yes/No):
• Do you have prior work experience in a SaaS based organization (Yes/No):

Experience:

• total work: 3 years (Preferred)