CEO at Maynor Consulting Pvt Ltd
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Manager - Customer Success - BPO (3-6 yrs)
Customer Success Manager
- We are looking for a Customer Success Manager to lead our customer service and experience initiatives. The person would be responsible for driving long-term customer value from the product by proactively understanding users' pain points and channelizing users' feedback within the organization for product and process improvements.
Responsibilities :
- Monitor and assist the customer support team to deliver seamless customer experiences while ensuring effective and speedy resolution and tracking of outstanding customer queries.
- Handle customer escalations including following up internally and externally to ensure resolutions wherever necessary.
- Monitoring key metrics including NPS, TAT, and QoS with respect to the CRM function.
- Detect early incident patterns and inform the team to rectify them.
- Proactively leads discussions with internal stakeholders to mitigate risk and improve the overall health of the customer relationship.
- Actively speak to the users to understand their pain points and collect feedback working along with the Marketing and Product teams.
- Being an internal champion of the users and ensuring updating and hygiene of information on organization based on user feedback.
- Do reputation management on Play/App stores, Emails or Social Media channels including proactive user activation and gratification wherever required to achieve outcomes.
Requirements :
- Bachelor's degree and above.
- 3+ years experience in customer success, support or account management.
- Excellent written and verbal communication.
- Solution-oriented, positive attitude and good decision-making skills.
- Attention to detail and excellent organizational/time management skills.
- Proficient in basic computer skills including Microsoft Word/Excel and CRM tools like Zendesk/Freshdesk.
