Customer Success Manager After Sales

Job Description Roles & Responsibilities Experience Level: Junior/Mid-Level (1+ Years) Industry: Business Software / ERP (e.g., Odoo) About Us Azkatech is dedicated to delivering exceptional Odoo implementations, maximizing value and minimizing time-to-value for our partners. We foster a culture of continuous improvement, seeking motivated, self-learning individuals who are able to add more value to our clients. Role Overview We are seeking a proactive and detail-oriented Customer Success & After-Sales Specialist to join our team. This role is a hybrid position, combining the relationship-building and strategic aspects of a Customer Success Specialist with the technical and problem-solving duties of an After-Sales Specialist. The ideal candidate will be the primary point of contact for our clients post-implementation, ensuring they achieve maximum value from their ERP/B2B solution while also providing essential technical support. Key Responsibilities Customer Relationship Management: Build and maintain strong, long-term relationships with a portfolio of clients. Act as a trusted advisor, understanding their business needs and challenges to align our solution with their goals. Proactive Engagement: Conduct regular check-ins and proactive health checks to monitor product adoption and user engagement. Identify and address potential issues before they impact customer satisfaction. Technical Support: Serve as the first line of defense for customer issues. This includes troubleshooting technical problems , handling bug reports , error messages , and other system-related issues . Case Management: Efficiently manage a queue of support tickets, ensuring timely and effective resolution in collaboration with the technical support team. Strategic Planning: Participate in periodic business reviews with clients to discuss performance, strategic goals, and potential improvements or expansions. Issue Resolution: Handle customer complaints with empathy and professionalism, acting as a liaison between the client and internal teams to ensure all issues are resolved to the customer s satisfaction. Opportunity Identification: Proactively identify opportunities for upselling or cross-selling new features or services based on a deep understanding of the client s business. Qualifications Proven experience in a similar after-sales, customer success, or account management role within the B2B software industry. Experience with ERP systems. Past support or implementation roles are a plus. Odoo Experience is a Big Plus Demonstrated success in sales, including upselling and cross-selling. Strong analytical and problem-solving skills. Exceptional communication and interpersonal skills. Understanding of B2B market dynamics and research methodologies. Ability to build and maintain strong client relationships. Primary Goals, Approach, and Key Performance Indicators (KPIs) Goal Proactively ensure long-term customer value and retention while reactively providing timely and effective technical support and issue resolution. Approach A hybrid approach combining strategic, relationship-oriented engagement with a reactive, problem-solving mindset . The role balances proactive communication and business planning with efficient and expert-level technical troubleshooting. KPIs Increase in modules used by existing clients. Upsell/cross-sell revenue and pipeline value. Customer retention rate (CRR), Net Promoter Score (NPS), and Customer Satisfaction Score (CSAT). Number of actionable market insights gathered. Why Join Azkatech? Competitive salary and benefits package. Opportunity to work with a leading Odoo Gold partner. Professional development and growth opportunities. Dynamic and collaborative work environment. Desired Candidate Profile Qualifications Proven experience in a similar after-sales, customer success, or account management role within the B2B software industry. Experience with ERP systems. Past support or implementation roles are a plus. Odoo Experience is a Big Plus Demonstrated success in sales, including upselling and cross-selling. Strong analytical and problem-solving skills. Exceptional communication and interpersonal skills. Understanding of B2B market dynamics and research methodologies. Ability to build and maintain strong client relationships. Primary Goals, Approach, and Key Performance Indicators (KPIs) Goal Proactively ensure long-term customer value and retention while reactively providing timely and effective technical support and issue resolution. Approach A hybrid approach combining strategic, relationship-oriented engagement with a reactive, problem-solving mindset . The role balances proactive communication and business planning with efficient and expert-level technical troubleshooting. KPIs Increase in modules used by existing clients. Upsell/cross-sell revenue and pipeline value. Customer retention rate (CRR), Net Promoter Score (NPS), and Customer Satisfaction Score (CSAT). Number of actionable market insights gathered. Company Industry IT - Software Services Department / Functional Area HelpdeskCustomer ServiceTelecalling Keywords Customer Success Manager After Sales Get real-time job updates only on our App