Customer Success Manager

Role & responsibilities

• Conducts thorough customer research.
• Work closely with CSM, PM, cross functions to analyze and enable technical advisory for the customer.
• Offer customers a personalized VIP experience.
• Frequently monitor customers revenue movement, ensuring retainership and control churns.
• Understanding customers' needs, identifying new opportunities and generate organic leads through existing customers.
• Driving companys NPS score always upwards.
• Driving customer engagement through various personalised workshops and participate in marketing promotions.
• B2B sales, Upselling, cross selling the existing products and services.
• Self-educating on the market trend in relevance to our company’s products and offerings.
• Routing qualified opportunities to the appropriate sales executives for further development and closure.
• Maintaining track record of Advocacy activities and its progressions.
• Timely and effective closure of customer’s grievances through ticketing platform.
• Collaborate with internal leaders to always bring business and customers value up.

Preferred candidate profile

• 5-6

  years of experience in customer experience/ success BG (from IT product background).
• Excellent passion towards customer service and always exceeds customer’s expectation.
• Collaborative attitude to work with cross functional leaders and always aim to resolve.
• Creative thinking and ability to work independently.
• Excellent problem-solving skills at any given situation.
• Excellent communication skills in Hindi, English or Telugu is a must.
• Empathetic attitude towards customer’s concern and deliver timely resolution.
• Good presentation, data analytical skills for weekly MIS activities.
• Demonstrate conflict resolution, negotiation, and de-escalation skills.
• Ability to multi-task in high-energy environment.
• Accountability and ownership for the role and portfolio assigned.
• Quick decision-making skills in a heated situation to resolve customer grievances.