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Customer Experience Specialist

5 months ago

Mumbai, India Sify Technologies Limited. Full time

Customer Experience is vital to our long-term profitability. We are hiring for a CEM to own and drive success for our customers. This role includes responsibilities for Customer Success activities (e.g. support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.)


Responsibilities:

Drive Customer Success Outcomes

  • Increase renewal rates and reduce churn
  • Expand our revenue in accounts through cross-sell and up-sell
  • Influence future lifetime value through higher services adoption, customer satisfaction and overall health scores
  • Planning Service Governance Reviews for Top Accounts

Define and Optimize Customer Lifecycle

  • End to End customer life cycle management
  • Technical service reviews with clients and mitigate problem areas
  • Develop listening points in journey (e.g., usage, satisfaction, etc.)
  • Identify opportunities for continuous improvement
  • Learn from best practices in industry
  • Represent and communicate the “voice of the customer”

Measure Effectiveness of Customer Success

  • Achieve allocated sales and revenue targets
  • Lead and own contract renewals in collaboration with account management and finance where needed
  • Tracking Project Delivery & Support escalations
  • Liaising with cross-functional teams and ensuring overall improvement in customer satisfaction index
  • Track and report on renewal, expansion and upsell pipeline

Inspire Customer Success Across Company

  • Create culture of Customer Success for the region
  • Align with Marketing team around marketing strategies for existing clients
  • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus


Required Experience/Skills:

  • Preferably engineering background
  • 8+ years’ experience in leading customer-facing organizations.
  • Demonstrated experience presenting to and building relationships with functional and C-level executives.
  • Should possess fair knowledge of Telecom Network, Cloud, Data Center and Managed Services.
  • Exposure in handling Enterprise / SMB Accounts.
  • Ideally combined background of post-sale and sales experience.
  • Strong empathy for customers and passion for revenue and growth.
  • Deep understanding of value drivers in recurring revenue business models.
  • Analytical and process-oriented mindset.
  • Strong Customer Service experience
  • Effective time management with an ability to multitask.
  • Excellent communication and presentation skills.