- Customer Onboarding and handholding for the initial 3 months
- Customer Support and Troubleshooting through multiple channels including phone, email, chatbots etc
- Reporting, Tracking and MIS for enterprise clients
- Bespoke process for large enterprise clients
- Liaising with product and operations teams
- Internal performance-driven activities including forecasting, client retention,
- CSAT and NPS measurement and corrective actions
- Monitor the team s performance and quality through dashboards
- Bring the team to meet targets and report transparently achievements and miss out to the management on a regular basis.
- Present data and conduct analysis in order to facilitate decision making at the team level.
- Identify the training needs of the team members in order to perform better qualitatively and quantitatively. Conduct regular assessment and feedback sessions with team members individually and collectively.
- Handle clients escalations by conducting RCA and provide accurate data in order to explain the issues with transparency. Come up with suggestions in order to fix the issues.
- Monitor assigned Client health in order to anticipate drop in volumes, monitor account health metrics, drop in quality and reach out to the client proactively through reviews and meetings.
- Represent the customer success team in cross-functional meetings with Product and sales in order to push customer requests and follow up on its development
- Strengthen the client relationship by asking for regular feedback and overall level of satisfaction. Collect and analyze CSAT and NPS data.
- Have a good focus and complete the tasks from beginning to end in a good time frame
- Listening and reading carefully clients mails
- Develop an understanding and empathy towards clients/candidates problems
- Being able to follow strict conditions
- Able to maintain customer confidentiality
- Adopt an empathetic approach towards the client with politeness and pleasant attitude
- Excellent Excel / Word / Powerpoint Metrics
- Target-driven approach
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Specialist - Customer Success - Mumbai - confidential
Description
In terms of functional roles, the team is involved in:
Experience Range:
3 - 5 years
Educational Qualifications:
Any graduation,
Job Responsibilities:
Skills Required:
Customer Service Support,Result Orientation,Collaborative Team Leadership,Clear Communications,
Candidate Attributes:
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Customer Success
Only for registered members Mumbai Metropolitan Region
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Customer Success
Only for registered members Mumbai, Maharashtra, India
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Customer Success
Only for registered members Mumbai City
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Customer Success
Only for registered members Mumbai City
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Customer Success
Only for registered members Mumbai City
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Customer Success
Only for registered members Mumbai City
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Customer Success
Only for registered members Mumbai City
-
Customer Success Manager
Only for registered members Mumbai
-
Customer Success Manager
Only for registered members Mumbai, Maharashtra
-
Lead Customer Success
Only for registered members Mumbai, Maharashtra, India
-
Customer Success Manager
Only for registered members Mumbai, Maharashtra
-
Customer Success Executive
Full time confidential- Mumbai
-
Customer Success Manager
Only for registered members Mumbai, Maharashtra
-
Customer Success Manager
Only for registered members Mumbai, Maharashtra
-
Customer Success Manager
Only for registered members Mumbai
-
Customer Success Manager
Only for registered members Mumbai
-
Customer Success Executive
Only for registered members Mumbai
-
Customer Success Manager
Only for registered members Mumbai
-
Manager Customer Success
Only for registered members Mumbai
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Sr. Customer Success
TEBillion- Mumbai
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Customer Success Executive
Only for registered members Mumbai