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Customer Experience Lead

3 months ago

Mumbai, India Konnect Insights Full time

Konnect Insights is a leading SaaS provider of analytics data platform to result-oriented brands and businesses who seek smarter, faster, and more informed answers to their most essential questions.

Built on various technologies such Big-Data, Machine Learning, Strong front end technologies, Konnect Insights is the most preferred customer-centric software by many top brands across various sectors like Banking, Finance, Automobiles, Telecom, Entertainment, IT, Pharma, QSR, Healthcare and many more.


Role Overview: In this role, you will be the voice of the customer within Konnect Insights. You'll wear many hats, from building trust with key decision-makers to ensuring our customers get the most value out of our SaaS platform.

Responsibilities:

  • Relationship Rockstar: You'll develop strong connections with stakeholders and decision-makers who use our platform. This involves regular communication, understanding their unique needs, and becoming a trusted advisor.
  • Customer Champion: As the primary point of contact, you'll be the go-to person for our customers. This means actively listening to their needs, ensuring their expectations are met, and proactively addressing any concerns.
  • Bridge Builder: You'll act as a liaison between our client servicing and customer success teams. This involves ensuring clear communication, escalating issues when needed, and working collaboratively to achieve customer satisfaction.
  • Metrics Maestro: You'll closely monitor customer satisfaction metrics like Net Promoter Score (NPS) and identify areas for improvement. By analyzing customer feedback and engagement, you'll develop data-driven strategies to increase customer retention and renewals.
  • Experience Architect: You'll be a champion for the customer experience. This involves identifying opportunities to improve the customer journey at every touchpoint, developing and implementing strategies to create a smooth and delightful experience that drives customer loyalty.


  • Qualifications:
  • 3-6 years of experience in a Customer Success (CS) role, preferably within a SaaS company.
  • Proven track record of building and maintaining strong relationships with stakeholders and decision-makers.
  • Excellent communication skills, both written and verbal, with the ability to actively listen and demonstrate empathy towards customer needs.
  • A strong ability to solve customer problems independently and take initiative to drive solutions.
  • Experience with customer satisfaction metrics (e.g., NPS) and the ability to analyze data to identify areas for improvement.
  • Understanding of SaaS business models and the customer lifecycle within a SaaS environment (a plus).


Are you a passionate advocate for customer success? Do you thrive in building strong relationships and have a knack for problem-solving? If so, we want to hear from you