Prudent Insurance Brokers
Website:
prudentbrokers.com
Job details:
About Us:
Prudent is a Composite Insurance Broker regulated by the Insurance Regulatory and Development Authority of India (IRDAI) and headquartered in Mumbai, India. Prudent is one of the leading insurance brokers in the country.
We specialize in building long-term relationships and instilling confidence in our partners. As a partner-focused organization, we are committed to delivering best-in-class insurance solutions and services tailored to meet the diverse needs of our clients.
Recognized as:
- Great Place to Work โ 2024,2025 and 2026 - This achievement reflects our unwavering commitment to a workplace where innovation, collaboration, and success go hand in hand; thanks to each Prudent family member for being the driving force behind our success.
- One of ๐๐ป๐ฑ๐ถ๐ฎโ๐ ๐ง๐ผ๐ฝ ๐ญ๐ฌ๐ฌ ๐๐ฒ๐๐ ๐ช๐ผ๐ฟ๐ธ๐ฝ๐น๐ฎ๐ฐ๐ฒ๐ ๐ณ๐ผ๐ฟ ๐ช๐ผ๐บ๐ฒ๐ป ๐ฎ๐ฌ๐ฎ๐ฑ! This honour reflects our unwavering commitment to fostering a culture where every woman can thrive and shine, and every voice is heard. Together, weโre building a future of ๐ด๐ฟ๐ผ๐๐๐ต, ๐ฒ๐พ๐๐ฎ๐น๐ถ๐๐, and ๐๐๐ฐ๐ฐ๐ฒ๐๐ for all team members!!
Job title
Project Manager - Customer Success
Reporting To
VP
Branch
Gurugram
Job Summary/About the Role
Project Manager - Customer Success
Required Qualifications
Bachelorโs Degree
Required Experience and Skills
- Experience in Insurtech, Fintech, or SaaS industries.
- Exposure to customer success platforms (e.g., Jira Service Management, Freshdesk, Salesforce Service Cloud).
- Knowledge of digital training tools and e-learning platforms
- 4โ6 years of experience in customer success, support operations, or training project management.
- Strong understanding of customer support processes and metrics.
- Experience managing cross-functional projects involving L&D and product training.
- Familiarity with project management tools (e.g., Jira, Trello, Confluence).
- Excellent communication, stakeholder management, and problem-solving skills.
- Ability to thrive in a fast-paced, customer-first environment.
Key Responsibilities
- Customer Support Management
- Oversee customer support operations across multiple verticals.
- Ensure timely resolution of customer queries and escalations.
- Monitor and improve support KPIs such as response time, resolution time, and CSAT.
Learning & Development
- Collaborate with L&D teams to design and deliver training programs for customers and internal staff.
- Track training effectiveness through feedback scores and adoption metrics.
- Ensure training aligns with product updates and evolving customer needs.
Product Training & Adoption
- Develop and manage product training initiatives to drive customer adoption.
- Partner with Product and Engineering teams to translate technical updates into customer-friendly training materials.
- Measure training impact through adoption rates, usage analytics, and customer feedback.
Project Execution
- Lead end-to-end execution of customer success projects, from scoping to delivery.
- Define timelines, deliverables, and success metrics for each initiative.
- Manage risks, dependencies, and resources across projects.
Metrics & Reporting
- Track and report on key customer success metrics, including:
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- First Response Time (FRT)
- Resolution Time
- Training Completion & Adoption Rates
- Present insights and recommendations to leadership for continuous improvement.
Click on Apply to know more.