Senior Manager - Customer Success - Bangalore

Description :

- Champion opportunities to consistently Improve the Company learner experience

- Drive customer retention, reduce churn, and increase customer satisfaction

- Map the customer journey and identify opportunities to proactively intervene on the client's behalf

- Guide team in effective client issues resolution and handle any escalations

- Develop listening points in the customer journey, define segmentation of the customer base and varying strategies, and identify opportunities for continuous improvement

- Test new strategies for driving customer value

- Continually review and evolve the collection of processes company uses to track, oversee and organize every interaction between the customer and Vivacity throughout the lifecycle

- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

- Take ownership of customers issues and follow problems through to resolution

- Set a clear mission and deploy strategies focused towards that mission

- Control resources and utilize assets to achieve qualitative and quantitative targets

Requirements :

- Proven working experience as a Customer Experience Manager

- Experience in providing customer service support

- Excellent knowledge of management methods and techniques

- Proficiency in English

- Working knowledge of customer service software, databases and tools

- Awareness of the industry's latest technology trends and applications

- Ability to think strategically and to lead

- Strong client-facing and communication skills

- Advanced troubleshooting and multi-tasking skills

- Customer service orientation

- Bachelor's degree in Business Administration or related field

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.