Sales & Support

Assistant Manager Customer Success

In a Nutshell:

Gaditek is looking for an Assistant Manager for our Customer Success department. If you are the ideal candidate, then you will be a tech-savvy, possess customer empathy,  ensure growth (ROI), customer retention and customer satisfaction. He will take care of a broad range of tasks such as minimize churn, proactively create engagement with high-value customers for retention and upselling, and drive maximum value by ensuring the best experience. 

You will be developing strategies to help marketing and product managers in aligning the right expectations of customers with our service by improving messages on our platform and website. You will also be assisting HoD by monitoring and enabling team members to identify up-sell opportunities and prepare a weekly report of their performance.

Why is this role important for GADITEK’s work?

Gaditek's mission is to support its brands with the right talent so they can take us to new levels of excellence, and develop the mindset and the skillset to venture into new territories. 

This role is important in ensuring growth (ROI), reduce churn, improve customer satisfaction, increase customer retention and loyalty. We rely on the Assistant Managers in Customer Success to support our effort to proactively create engagement with high-value customers for retention and upselling, and drive maximum value by ensuring the best experience.

Once you are here, you will:

  • Answer Level 3 & Level 4 Customer Contact events for all high-value customers
  • Proactively monitor churn through Customer Success Dashboard.
  • Own follow-ups and delegate to CSMs where suitable
  • Identify post-up-sell opportunities and distribute them among CSMs
  • Monitor and analyze customer feedback received from Churn, NPS, Onboarding and Nurturing emails.
  • Prepare weekly performance report of CSMs (upselling, churn, customer engagement activities).
  • Handle and resolve escalated and complex customer requests and complaints
  • Improve existing processes to reduce churn
  • Liaise with the product, marketing, and affiliates teams to ensure maximum customer value.
  • Contribute to quarterly OKRs and ensure they are planned to maximize customer value and retention. 
  • Conduct 1on1 with team members to improve their performance and growth. 
  • Align team with organization vision and the team’s mission

What does GADITEK offer you?

Gaditek is a new age technology company that believes in human-centricity and caring of its employees. We work hard. Harder than most other places of work in the same hours. But we also purposefully find ways to turn the workplace into an energizing space that allows our teams to enjoy work together. As a result, we’re among the best companies to work for in Pakistan with a plethora of benefits and an amazing culture.

Relevant Experience:

  • Bachelors in any discipline (preferred Computer Science background)
  • 4-5 years of experience managing small teams
  • Extreme analytical & data-driven mindset.
  • Mentoring and managerial skills.
  • Extremely good abstract thinking.
  • Resilient to pressure and multitasking.
  • Knowledge of Linux and web hosting will be a plus.

Remote Work During COVID19 Pandemic

Work from home is mandatory for all Gaditians during the COVID19 pandemic. To enable our teams to work remotely, Gaditek has introduced the following:

  • UPS for Critical Staff
  • Monthly Internet Allowance
  • Internet Device
  • Pausing all pending Loan Installments
  • Additional OPD Benefits for our Office Staff
  • Dedicated hotlines to our support teams

A special fund has been set up to support all Gaditians and their families in case of a worst-case shutter-down scenario in any area that limits access and availability to food and basic amenities. Gaditians are a family and we are committed to moving forward and through this pandemic together as one.

Additionally, our Admin team is on standby at all times to help Gaditians in any way they can. Finally, a detailed WFH policy and guide to enable productive work from home for all teams are available.

Apply - Assistant Manager Customer Success
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