Customer Project Manager
We are seeking a Customer Project Manager to work closely with the Customer Success Manager, Technical Support Engineers and Team leads in a product-based company to oversee customer support and related projects. The ideal candidate will be responsible for ensuring seamless project execution, driving customer satisfaction, and improving support operations.
Status: Full Time, Employee
Experience: 8+ years
Qualification: BE/B.Tech/MCA/MS in Computer Science or related fields
Location: Baner, Pune
Roles & Responsibilities:
- Collaborate with Customer Success Managers to define customer support objectives and project goals.
- Manage customer support and technical support teams, ensuring timely resolution of issues.
- Oversee customer onboarding, issue tracking, and escalation management.
- Implement best practices in customer support operations to enhance response times and satisfaction.
- Coordinate with engineering and product teams to resolve technical challenges faced by customers.
- Track and analyze support metrics, ensuring continuous process improvements.
- Develop and maintain customer communication strategies, ensuring transparency and engagement.
- Drive customer feedback loops to enhance product offerings and services.
Required Skills:
- 8+ years of experience in customer project management within a product-based company.
- Strong understanding of customer support operations and technical support processes.
- Proficiency in ticketing and CRM tools such as Zendesk, Salesforce, or Freshdesk.
- Excellent stakeholder management and communication skills.
- Experience in handling customer escalations, issue resolution, and risk management.
- Knowledge of SLA management, KPI tracking, and performance reporting.
- Ability to work in a cross-functional environment, collaborating with product and engineering teams.
Preferred Qualifications:
- Certified Customer Success Manager (CCSM) / PMP / ITIL Certification.
- Experience in SaaS or technology-driven environments.
- Familiarity with customer journey mapping and retention strategies.
What We Offer You:
- A constant stream of new things for you to learn. We're always expanding into new areas and exploring new ideas.
- A set of extraordinarily talented and dedicated peers.
- A stable, collaborative, and supportive work environment.
Compensation:
It will be the best in the industry and according to experience of the candidate and company norms.
To apply for this position, please email your resume to careers@xecurify.com and simply mention in the subject as Customer Project Manager.
