Customer Advocacy

3 weeks ago

Mumbai, India Cloud4C Services Full time

Job Title: Customer Advocacy

Experince: 8-12 Years

Location: Hyderabad (Office) & Mumbai


Summary:

We are seeking a dynamic Customer Advocacy with exceptional relational skills to foster win/win environments for our clients and internal teams. The ideal candidate will excel in customer success, growth, revenue retention, churn management, and enhancing our Net Promoter Score (NPS).


Role & Responsibilities:

Conduct In-depth Customer Research: Gather and analyze customer data to understand their needs and preferences.

Travel: Willingness to travel across India and select regions in Asia for customer meetings.

Technical Advisory Support: Collaborate closely with Product Managers (PM) and cross-functional teams to provide technical advisory support for customers.

Monitor Revenue Movements: Vigilantly monitor customer revenue movements to ensure retention and minimize churn.

Identify Opportunities: Understand customer needs, identify new opportunities, and generate organic leads through existing customers.

Increase NPS: Continuously strive to increase the company's Net Promoter Score (NPS).

Customer Engagement: Drive customer engagement through personalized workshops and active participation in marketing promotions.

B2B Sales: Conduct B2B sales, including upselling and cross-selling existing products and services.

Sales Routing: Route qualified opportunities to the appropriate sales teams for further development and closure.

Advocacy Activities: Maintain a comprehensive record of advocacy activities and their progress.

Address Grievances: Timely and effectively address customer grievances through the ticketing platform.

Collaborate for Enhancement: Collaborate with internal leaders to consistently enhance business and customer value.


Desired Experience:

5-8 Years in Customer Success: Experience in customer experience/success within the IT product sector.

Passion for Customer Service: Demonstrates an exceptional passion for customer service, consistently surpassing customer expectations.

Collaborative Attitude: Possesses a collaborative attitude, working effectively with cross-functional leaders to achieve resolutions.

Problem-solving Skills: Proficient in problem-solving, adept at addressing challenges in any given situation.

Empathy and Resolution: Displays empathy towards customer concerns and delivers timely resolutions.

Conflict Resolution: Demonstrates proficiency in conflict resolution, negotiation, and de-escalation.

Multitasking Ability: Capable of multitasking in a dynamic, high-energy environment.

Accountability and Ownership: Holds oneself accountable and takes ownership of assigned roles and portfolios.

Quick Decision-making: Possesses quick decision-making abilities, particularly in heated situations, to address customer grievances promptly.

Fluent Communication: Fluent communication skills in English, Hindi/Telugu are essential.

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