Customer Success Manager

What is Expected From You (Key Responsibilities)

1. Single Point of Contact:

   Serve as the primary, dedicated point of contact for all assigned key customers, managing all their needs and inquiries end-to-end.

2. Relationship Nurturing:

   Build deep, trusted, and professional relationships with key stakeholders within the customer organization to ensure high loyalty and satisfaction.

3. Proactive Health Checks:

   Regularly check in with customers (via call/video) to monitor the health of their machines, satisfaction with premixes, and overall service experience.

4. Issue Ownership & Resolution:

   Take complete ownership of any issues or escalations, coordinating swiftly with the Technical, Service, and Logistics teams until the matter is fully resolved.

5. Identify Growth Opportunities:

   Proactively identify and execute

   upsell opportunities

   (e.g., higher capacity machines, new premium services) and

   cross-sell opportunities

   (e.g., new premix flavors, additional machines).

6. Product Adoption & Training:

   Ensure customers are maximizing the use of their vending machines and understanding the benefits of new product offerings. Conduct necessary product refreshers or demos.

7. Renewal Management:

   Manage contract renewals (where applicable, e.g., service contracts or franchise agreements), ensuring retention and negotiating favorable terms.

8. Customer Feedback Loop:

   Capture, document, and relay structured feedback from customers to the Product and Management teams to drive internal improvements.

9. Reporting:

   Maintain accurate records in the CRM and provide management with periodic reports on account health, potential churn risks, and quarterly sales contribution.

10. Value Communication:

    Clearly articulate the ongoing value and ROI our solutions provide to the customer's business, reinforcing the partnership.

Ideal Candidate (Requirements)

1. Experience:

   Minimum

   4 years of direct experience

   in Customer Success, Key Account Management, or post-sales Relationship Management.

2. Language Fluency:

   Mandatory fluency in both English and Hindi

   (verbal and written) to effectively manage a diverse clientele.

3. Sales Acumen:

   Proven track record of successfully identifying and closing

   upsell/cross-sell opportunities

   within an existing client base.

4. Problem-Solving:

   Strong analytical and conflict-resolution skills with the ability to diagnose issues and facilitate complex internal fixes.

5. Technical Comfort:

   Experience using

   CRM software

   to track customer interactions, issues, and sales opportunities.

6. Industry Exposure (Preferred):

   Prior experience in the

   consumer durable, FMCG, B2B services, HORECA or appliance industry

   is a significant advantage.

7. Communication Style:

   Exceptional interpersonal and negotiation skills, capable of building rapport with operational staff up to executive levels.

8. Work Ethic:

   High degree of

   ownership and a Customer-First mindset

   able to work independently and manage multiple key accounts simultaneously.

9. Education:

   Bachelor's degree in Business Administration, Commerce, or a related field.

10. Availability:

    Ability to join immediately or within a short notice period is highly preferred.

Why Join Caf Desire

A Culture of Growth:

Work with a Market Leader:

Recognition & Rewards:

A Supportive Team:

Bringing Joy in Every Sip:

Career Growth Opportunities:

Be Part of Something Bigger:

About the Company

Caf Desire

Caf Desire

community of passionate individuals

Contact

Hr Vineel Raju

Mail - [HIDDEN TEXT]

Mobile/Whatsapp - 8977012090

Visit us at www.cafedesire.co.in