Customer Success Manager

About the Role

A Customer Success Manager, reports to the Head - Customer Success and will be in a critical customer service role working on two aspects of Customer Success. This will involve the Reactive and Proactive solutions that accelerate Customer Success and Experience.

Responsibilities

• Coordinate and work with internal stakeholders - Sales, Design, Operations as well as externally with Customers to coordinate and drive the resolution of critical issues, provide timely and accurate updates regarding these issues, and provide important details on the status of the customer relationship with senior management.
• Relationship Manager has to drive these solutions on calls with clients and negotiate effectively to ensure a win-win for clients, Livspace and our partners.
• Relationship Manager has to keep a tab of all escalations and track high-priority ones with regular coordination between internal and external stakeholders.
• Ensure great customer experience, plug any gaps in delivery of services (Design and Ops).
• Assess "at risk" projects with internal stakeholders and drive smoother service to clients.
• Reach out to clients, assess their experience, share feedback with internal departments handling client service, and ensure a smoother experience.

Skills And Expertise

• Graduation in any stream.
• 5 to 8 years of work experience in Client facing roles involving communication and negotiation.
• Strong in multi-tasking & managing Customer Success and Experience.
• Structured thought process under pressure.
• Ability to give a solution.
• Understanding of home interior design-and-build issues - types of work, common issues etc.