Technical Customer Success Manager
Location: Gurgaon (On-site)
Experience: 2+ years
Type: Full-time
About us
QuickReply.ai is a cutting-edge WhatsApp Marketing Automation Platform designed for E-commerce stores.
In just 18 months, we’ve onboarded 700+ paying customers globally and achieved a 15x revenue growth.
As the world shifts from email and SMS to WhatsApp for business communication, QuickReply.ai is uniquely positioned to become a category-defining company.
Founded by IIT-Delhi alumni with deep industry experience, we raised seed funding in April 2023 and are now scaling our 35-member team to 50+ as we continue our growth journey.
Responsibilities:
- Serve as the primary point of contact for our customers, understanding their business needs, and providing solutions to their problems.
- Manage customer relationships, including onboarding, training, and ongoing support.
- Develop and execute customer success plans, including setting goals, tracking progress, and reporting on results.
- Work with the sales team to identify upsell and cross-sell opportunities and ensure customer renewals.
- Collaborate with the product and engineering teams to prioritize customer feature requests and bug fixes.
- Monitor and analyze customer usage data to identify trends and opportunities for improvement.
- Provide feedback to the product team on customer needs and market trends.
- Maintain accurate customer records and communicate updates to relevant internal stakeholders.
- Conduct customer satisfaction surveys and follow up with customers to address any issues or concerns.
Requirements:
- 2-3 years of experience in a technical customer success or similar role in a SAAS company.
- Strong technical skills, including experience with APIs, webhooks, and integrations.
- Excellent communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders.
- Strong problem-solving skills and ability to think strategically.
- Ability to work independently and prioritize tasks in a fast-paced environment.
- Experience working with WhatsApp Business API is a plus.
- A bachelor's degree in a relevant field is preferred.
