Senior Product Manager - Hyderabad, India - Wenger & Watson Inc

Description

One of our Top Fintech Client in Hyderabad is hiring Senior Product Manager (Customer Success)

Seeking a Senior Product Manager to lead and innovate in our Customer Engagement Center. This role is crucial in enhancing the effectiveness of our customer support operations, focusing on empowering agents to deliver outstanding customer experiences, thereby driving customer success and loyalty.

Key Responsibilities:

• Strategize and implement initiatives to enhance the productivity and effectiveness of the Customer Engagement Center, directly impacting customer success.
• Integrate state-of-the-art CRM and communication technologies to optimize customer interaction and experience.
• Oversee the setup and management of outsourced Customer Support Hubs, aligning them with our customer-centric objectives.
• Collaborate with internal teams and external partners to develop tools and solutions that support efficient operations and exceptional customer experiences.
• Drive business growth by achieving key OKRs, with a particular emphasis on customer satisfaction and loyalty metrics.
• Lead and mentor a cross-functional team, fostering a culture that prioritizes customer engagement and success.

Qualifications

Must-Have

• 6+ years of experience in customer support or engagement center operations, with a strong focus on enhancing customer experience.
• Proficiency in CRM and advanced communication technologies aimed at improving customer interactions.
• Demonstrated success in leading initiatives that have significantly improved customer engagement and success.
• Willingness to travel for the setup and ongoing management of outsourced customer engagement operations.

Should-Have

• A strong combination of business acumen and technical expertise in customer engagement technologies.
• Experience in establishing or managing outsourced customer engagement centers with a focus on customer satisfaction.
• Excellent communication skills, capable of advocating the importance of customer engagement to various stakeholders.

Could-Have

• Experience in fintech or related industries where customer engagement is a critical success factor.
• Certifications or additional training in customer relationship management and related technologies.
• A history of innovation, especially in applying technology solutions to enhance customer experiences.