Company Overview

ExcelR Solutions is a leading provider of best-in-class training across Agile, Project Management, IT Service Management, and Quality Assurance spaces. Our trainers have extensive experience working with renowned MNCs, and we are committed to helping our clients excel and accelerate their careers.

Job Overview

As a Customer Success Manager at ExcelR Solutions, you will be responsible for ensuring the success and satisfaction of our valued customers. This role requires strong communication and relationship-building skills, as well as a deep understanding of our training offerings. You will play a vital role in driving customer adoption, retention, and expansion, ultimately contributing to the growth and success of our organization.

Qualifications and Skills

• 1-3 years of experience in customer success or a related role
• Proven track record of building and maintaining customer relationships
• Strong communication and interpersonal skills
• Excellent problem-solving and decision-making abilities
• Ability to work collaboratively in a fast-paced environment
• Knowledge of Agile, Project Management, IT Service Management, or Quality Assurance concepts and methodologies is a plus
• Experience in the e-learning industry is highly desirable
• Sales and business development skills are required
• Ability to handle multiple tasks and prioritize effectively
• Proficiency in CRM software and other customer success tools

Roles and Responsibilities

• Develop and nurture relationships with customers to understand their goals, challenges, and how our training programs can help them succeed
• Serve as the main point of contact for customers, addressing their inquiries, concerns, and requests in a timely and professional manner
• Proactively engage with customers to drive adoption of our training offerings and ensure maximum value is derived
• Partner with the sales team to identify upsell and cross-sell opportunities for existing customers
• Work closely with the training delivery team to ensure a seamless customer experience throughout the training journey
• Gather feedback from customers to understand their satisfaction levels and identify areas for improvement
• Collaborate with internal teams to resolve customer issues and escalations
• Stay up-to-date with industry trends and developments to provide insights and recommendations to customers
• Monitor customer success metrics and track key performance indicators (KPIs)
• Contribute to the development and improvement of customer success processes and policies