23 Customer Relationship Management jobs in Kochi

Qualifications and Skills

• Proficiency in CRM tools such as Salesforce, HubSpot, and Zoho CRM is required to manage customer data effectively.
• A good understanding of Microsoft Dynamics 365 to facilitate seamless CRM software integration processes.
• Experience or knowledge in customer data analytics to analyze, interpret, and utilize customer data for strategic purposes.
• Expertise in CRM software integration for ensuring smooth data flow and system compatibility across platforms.
• Competency in lead management to handle and optimize lead capture and conversion rates systematically.
• Familiarity with marketing automation tools to automate repetitive tasks and manage multichannel campaigns efficiently.
• Strong communication and interpersonal skills to foster positive relationships with clients and team members.
• Ability to work collaboratively in a fast-paced environment while maintaining attention to detail and accuracy.

Roles and Responsibilities

• Manage and maintain customer relationships, ensuring high levels of satisfaction and retention.
• Utilize CRM tools to track and document customer interactions, providing insights for continuous improvement.
• Analyze customer data to develop strategies for upselling and cross-selling in alignment with sales goals.
• Collaborate with sales and marketing teams to enhance lead management and customer acquisition processes.
• Implement CRM software updates and integrations, ensuring seamless operations and data flow.
• Assist in the development and execution of marketing automation strategies to maximize engagement.
• Provide training to team members on CRM usage and best practices to enhance overall productivity.
• Monitor market trends and customer feedback to proactively address issues and identify growth opportunities.

Qualifications and Skills

• Proficiency in CRM tools such as Salesforce, HubSpot, and Zoho CRM is required to manage customer data effectively.
• A good understanding of Microsoft Dynamics 365 to facilitate seamless CRM software integration processes.
• Experience or knowledge in customer data analytics to analyze, interpret, and utilize customer data for strategic purposes.
• Expertise in CRM software integration for ensuring smooth data flow and system compatibility across platforms.
• Competency in lead management to handle and optimize lead capture and conversion rates systematically.
• Familiarity with marketing automation tools to automate repetitive tasks and manage multichannel campaigns efficiently.
• Strong communication and interpersonal skills to foster positive relationships with clients and team members.
• Ability to work collaboratively in a fast-paced environment while maintaining attention to detail and accuracy.

Roles and Responsibilities

• Manage and maintain customer relationships, ensuring high levels of satisfaction and retention.
• Utilize CRM tools to track and document customer interactions, providing insights for continuous improvement.
• Analyze customer data to develop strategies for upselling and cross-selling in alignment with sales goals.
• Collaborate with sales and marketing teams to enhance lead management and customer acquisition processes.
• Implement CRM software updates and integrations, ensuring seamless operations and data flow.
• Assist in the development and execution of marketing automation strategies to maximize engagement.
• Provide training to team members on CRM usage and best practices to enhance overall productivity.
• Monitor market trends and customer feedback to proactively address issues and identify growth opportunities.

Job Description- Customer Success Manager

As an iMerit CS Manager you will be a part of a small, yet mighty team of solutions focused individuals, who are tasked with making sure our clients are thriving. Part sales, project manager, problem solver and relationship manager, you will work to establish, retain and grow accounts through close collaboration with clients, Solutions Architects, and our India based Project Delivery team. You will be integral to building strong and repeatable business processes while being a relentless promoter for improvement and excellence.

In addition to being the primary owner of client health, the CS Manager will “farm” existing business, navigating various client teams to help grow the accounts. They will also ensure fulfillment of the statement(s) of work and in accordance with the Key Performance Indicators (KPIs) established, as well as regular reporting against these KPIs. Working closely with the Delivery Project Manager, the CS Manager will be hands-on within accounts and the projects within them, with a proactive approach to risk management and process improvement.

This is a role for self-directed learners, creative thinkers, and workplace chameleons. You will need to be adaptive, curious and resourceful and enjoy working in new and challenging situations.

Our Core Values

• Integrity: Bring fairness and honesty to everything we do; being ethical without fail, and without hesitation, in every situation
• Respect: Actively listen to all of our stakeholders. Treat everyone fairly and respectfully. Encourage people to learn, share, grow.
• Commitment: Commit ourselves to striving for quality in everything we do, at all times. Measure ourselves always, recalibrate often.
• Dependability: Deliver consistently on our commitments to company, colleagues and clients. Be trustworthy and resilient, even in chaotic times.
• Flexibility: Remain open to new ideas. Operate with the understanding that with each day comes a better, smarter, faster way of working.
• Impact: Create positive social and economic change throughout our communities, by always illuminating the opportunities that exist.

What you'll do:

• Works to identify new opportunities with clients while increasing revenue and margins for projects. Works directly with clients to upsell or cross-sell.
• Initiates project setup together with Solutions Architects and Delivery Project Managers as it relates to staffing, reporting, deliverables, and general project tracking.
• Primary point of contact for customers within a dedicated portfolio for account-level matters (e.g. overall relationship, matters related to business terms including billing, project structure, etc.)
• Design and implement internal and client facing project related reports and reporting structures using tools like Google Studio, Microsoft BI.
• Facilitates communications with Delivery PM and/or wider delivery team as warranted for project and/or client wishes.
• Primary conduit between accounts and any other teams/individuals that need to be brought in (Solution Architect, Sales, Engineering, Finance, etc.)
• Manages maintenance and/or modification of project guidelines as needed. Works with Solutions Architect in the event major modification to a project is required.
• Conducts regular business reviews and customer workshops including goal setting for the following quarter.
• Advises clients on industry best practices, key learnings, observations about their workflow and opportunities for efficiency gains in their workflow.

What you'll bring to the table:

• Minimum 6+ years’ experience and success working in a customer-facing role such as account management, project management or customer success dealing with upper management and C Level executives
• Experience working interculturally and in a globally distributed team.
• Interest in and availability to travel (India + US) (20% travel).
• Self-directed learner and hands-on problem solver.
• Strong analytical capabilities with experience manipulating complex data that results in presenting insights and information that drive results.
• Demonstrated experience in establishing and refining processes at scale.
• Experience working remote

Ideal Candidate Traits/Experience:

• Prior work history with outsourcing/annotation science/vendor management.
• Prior experience working within computer vision or NLP related fields is a plus.
• Moderate to advanced Excel knowledge.
• Familiarity working with various data file formats (xls, csv, JSON, xml, jpg, etc).
• Basic knowledge of SQL and other databases

About the Customer Support Team

The Customer Success team aims to provide the best solutions while maintaining a high degree of empathy towards our clients. Our clients are our priority at all times and our success at Indee is the result of the trust we have built with customers around the world. The majority of our clients are based out of the U.S.A. which include some of the largest studios. You will be entrusted to be the face of the company, while upholding our values and culture, in these interactions with high-profile clients.

What you will be doing

• Effectively engage and interact with customers by email or chat on a variety of issues ranging from billing inquiries and streaming issues to bug reports and fixes.
• Put yourself in the shoes of a customer to identify pain points and resolve issues to ensure customer satisfaction.
• Follow protocol and escalate effectively.
• Coordinate and work closely with cross-functional teams to resolve issues.
• Manage Customer accounts and provide white collar services to important customer accounts
• Test the platform after each release, anticipate customer queries, and prepare resolutions and workarounds for customer issues.
• Proactively work on optimizing current processes to increase efficiency, resolution & conversion rate, and aid customer satisfaction.
• Take up personal projects along with working on team projects to find gaps in processes, improve customer service and strengthen internal knowledge base.

What we are looking for in a candidate

• Advanced writing and communication skills in English.
• Strong problem-solving and troubleshooting skills.
• Effective time management and ability to multitask, organize and prioritize.
• Prior experience with SaaS companies and/or with a North American audience will be of great advantage.
• Hands-on knowledge of Slack, Google Suite, and customer service software like Freshworks is also a big plus.
• Be willing to work in a rotational shift with U.S. timings (10:00 p.m. to 6:00 a.m. IST) and take on shifts during the weekend as part of the 24/7 support team.

Qualification

Education: Graduate

Experience: Over 2 years of experience in customer / client facing roles

The ideal candidate will have impeccable relational skills and can create win/win environments for all parties that he or she works with.This candidate will be responsible for providing an excellent customer service experience and help customers achieve their desired goals.

Responsibilities

• Own overall relationship with assigned clients
• Ensure retention and satisfaction of all assigned clients
• Aid clients in achieving their goals

Qualifications

• Bachelor's degree or equivalent experience
• Experience in customer success
• Strong written and verbal communication skills
• Detail oriented and analytical
• Demonstrated ability to increase customer satisfaction

About Pictory

At Pictory, we believe everyone should be able to tell their story - visually, easily, and at scale. We have built an AI-powered video platform loved by thousands of customers across Marketing, L&D, and Education. Recognized by Gartner. Featured in Times Square. Profitable. Growing fast.

We are now looking for a Head of Customer Success & Support to lead onboarding, adoption, retention, and expansion, especially for our enterprise customers. You will build a team, architect systems, and ensure customers unlock meaningful value, fast.

What you will do?

• Build strong, trust-based relationships with customers from onboarding to renewal
• Lead enterprise onboarding and training, ensuring rapid time-to-value
• Develop scalable programs for customer education, including webinars, help content, and documentation
• Track and own Net Revenue Retention (NRR) as your core KPI, driving both retention and expansion
• Monitor customer health and proactively identify churn and growth signals
• Deliver proactive support across chat, email, and other channels, driving high CSAT and fast resolution
• Conduct regular business reviews (QBRs/MBRs) to align with enterprise goals
• Collaborate cross-functionally with Sales, Product, and Marketing to close the loop on customer feedback and inform roadmap
• Build and mentor a high-performing global team of CSMs and Support Specialists
• Map and optimize customer journeys to remove friction and increase stickiness
• Implement scalable systems and tools to manage customer engagement, training, and support

What we are looking for?

• 8+ years of experience in Customer Success or Support for a SaaS product, with 3+ years in a leadership role
• Demonstrated success onboarding and growing enterprise accounts
• Skilled in building and scaling CS and support playbooks, systems, and dashboards
• Strong communicator who builds rapport, earns trust, and handles difficult conversations with grace
• Deep understanding of success metrics, especially NRR, activation, CSAT, and adoption
• Strategic thinker who can zoom out but also jump into customer issues when needed
• A plus: familiarity with video tools, AI platforms, or creator ecosystems
• Comfortable working in EST time zone. This is a critical requirement for the role
• Comfortable in being a hustler and doer - Strategy to customer trainings to answering support tickets

Why join us?

• Competitive salary and benefits package
• Opportunity to work with a talented and passionate team
• Flexible remote work environment
• Professional development and growth opportunities
• A chance to make a significant impact in a rapidly growing company