๐ง๐ต๐ถ๐ ๐ฟ๐ผ๐น๐ฒ ๐ถ๐ ๐ณ๐ผ๐ฟ ๐ผ๐ป๐ฒ ๐ผ๐ณ ๐๐ต๐ฒ ๐ช๐ฒ๐ฒ๐ธ๐ฑ๐ฎ๐'๐ ๐ฐ๐น๐ถ๐ฒ๐ป๐๐
๐ฆ๐ฎ๐น๐ฎ๐ฟ๐ ๐ฟ๐ฎ๐ป๐ด๐ฒ: ๐ฅ๐ ๐ญ๐ฑ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ - ๐ฅ๐ ๐ฎ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ (๐ถ๐ฒ ๐๐ก๐ฅ ๐ญ๐ฑ-๐ฎ๐ฌ ๐๐ฃ๐)
Experience: 2+ yrs
Location: Bengaluru, Karnataka, India
Job Type: Full-time
We are looking for a proactive and customer-focused Virtual Value Manager (VVM) to serve as the first point of value engagement for a portfolio of dealer accounts. This role works closely with Customer Value Managers and Customer Value Architects to keep customer accounts active, supported, and progressing between strategic engagements.
The VVM will handle day-to-day customer inquiries, provide product guidance and training, maintain accurate account documentation, and identify usage or adoption signals that may require further attention. The role requires excellent communication, strong organizational skills, sound judgment, and the ability to understand customer needs while knowing when an issue should be resolved independently or escalated to the appropriate team.
Requirements
Key Responsibilities
โขRespond promptly and professionally to incoming customer inquiries through email, collaboration platforms, and calls.
โขResolve how-to questions, routine adoption challenges, and training requests wherever possible.
โขDeliver scheduled and ad hoc product training based on customer requirements and maturity levels.
โขMaintain accurate Customer Value Plan (CVP) records after customer interactions, including activities, training outcomes, and open action items.
โขTriage customer requests and escalate complex issues to Customer Value Managers or Customer Value Architects when required.
โขUnderstand customer maturity levels and tailor support and engagement accordingly.
โขMonitor account usage, adoption, and health signals to identify potential risks or opportunities.
โขPrepare concise weekly account updates highlighting meaningful customer insights and areas requiring attention.
โขSupport Customer Value Reviews by providing relevant account context and interaction history.
โขMaintain clean and updated CRM records to ensure accurate visibility across customer-facing teams.
โขCollaborate with Customer Value Managers and Customer Value Architects to understand product capabilities, adoption benchmarks, and usage trends.
โขWork as part of a collaborative team to maintain consistent customer coverage and support.
What's Makes You a Great Fit
โข1โ5 years of experience in Customer Success, Customer Service, Account Management, or a similar customer-facing role , preferably within a SaaS or software environment.
โขExcellent spoken and written English communication skills with a confident and professional customer presence.
โขStrong ability to manage multiple accounts, priorities, and time-sensitive requests while maintaining accuracy.
โขComfortable reviewing customer usage and adoption data and converting insights into clear, actionable summaries.
โขExperience using CRM platforms, Zoom, Microsoft Teams, Slack , and other productivity or collaboration tools.
โขStrong relationship-building skills and the ability to communicate effectively with customers from different backgrounds.
โขHighly organized and process-oriented, with a consistent approach to documentation and escalation.
โขStrong problem-solving and judgment skills with the ability to distinguish between issues that can be resolved independently and those requiring escalation.
โขCustomer-first mindset with a genuine interest in helping users improve product adoption and proficiency.
โขAutomotive or dealership industry experience is an added advantage.
โขWillingness to learn the automotive retail domain and develop strong product knowledge.