Customer Service & Support Manager - Customer Success - IT (5-8 yrs)

Job Type: Full-Time.

Location: Noida [In-office].

- Work Timings: 9 AM to 7 PM IST | Monday to Friday.

- Experience Required: 5 to 8 Years of relevant experience.

- Hiring Timeline: Immediate.

Hiring Process : Resume review Initial screen, Interviews (3) Leadership & Behavior Interviews.

About the company:.

- Incommon is hiring on behalf of a Canadian company, Enkel. Enkel delivers cloud-based accounting services to over 300 Canadian businesses and not-for-profits, specializing in tech-driven financial solutions.

- The company, which has offices in Canada and India, focuses on finance, accounting, and operational efficiency.

-The team brings expertise from finance, outsourcing, and corporate sectors, driving impactful results across various industries.

Summary:

- We are looking for a Customer Success Manager to join our growing team.

- This role is perfect for someone with a passion for building strong client relationships and ensuring customer satisfaction.

- As a Customer Success Manager, you will play a key role in onboarding new clients, managing ongoing relationships, and proactively addressing any challenges to ensure long-term success.

- You will work closely with cross-functional teams to ensure clients are supported and will help shape strategies to improve retention, drive customer growth, and enhance overall client experience.

- This pivotal role requires your physical presence in our Noida office.

- We work collaboratively with teams in India and Canada, seamlessly blending the best of both worlds in a hybrid work setting.

Principle responsibilities:.

- Lead and manage the customer support team, providing mentorship and performance evaluations.

- Proactively engage with clients to ensure smooth onboarding, retention, and long-term satisfaction.

- Analyze customer support metrics to assess team performance and drive improvements.

- Build strong client relationships and handle escalations to meet or exceed expectations.

- Collaborate with internal teams to ensure alignment and seamless delivery of services.

- Conduct regular check-ins to review client satisfaction, identify growth opportunities, and enhance their experience.

Requirements:.

- 5+ years of experience in customer support, client management, or account management, ideally in financial services, SaaS, or BPO.

- Proficient in using CRM systems like Salesforce or HubSpot to track and manage client interactions.

- Proven ability to collaborate with sales, product, and operations teams to drive client support initiatives.

- Leadership experience with a track record of guiding and motivating high-performing teams in customer-facing roles.

- Strong problem-solving skills with experience resolving escalated client issues and ensuring satisfaction.

- Exceptional communication skills, with the ability to simplify complex financial and technical information for clients.