Manager - Customer Success

Salescom Services

5 - 8 years

9 - 10 Lacs

kolkata

Posted:8 hours ago| Platform:

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Skills Required

business services customer life cycle management telecom billing health insurance customer segmentation customer retention account management customer service crm salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

Customer Retention Strategy

Contract Renewals:
Manage end-of-term contract negotiations, ensuring timely renewals and upselling opportunities.
Win-Back Initiatives:
Identify and re-engage former customers through targeted outreach and customized offers.
Customer Insights & Feedback:
Analyze churn data, conduct exit interviews, and use insights to improve retention tactics.
Cross-Functional Collaboration:
Work with Sales, Customer Service, and Marketing to ensure seamless customer experience.
Performance Monitoring:
Track KPIs such as churn rate, renewal rate, and win-back success; report to senior leadership.
CRM Management:
Maintain accurate records of customer interactions, renewal status, and campaign outcomes.

Must Have Skills:

Proven experience in customer retention, renewals, or account management (preferably in telecom)
Proven experience in a Leadership role.
Strong negotiation and communication skills.
Data-driven mindset with experience in churn analysis and customer segmentation.
Ability to lead and motivate a small team or work independently.
Familiarity with CRM platforms (e.g., Salesforce, Zoho, Freshdesk).
Strategic thinking with a Business First approach to decision-making.

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