Customer Relationship Manager

3 weeks ago

pune, India Talent Max Full time

Overview

Job Role Customer Delight Owner
Function Customer Relationship Management and Service
Business Vertical Residential
Reports To AM – Customer Success
Job Type Individual Contributor and Team handling
Team Size Depends on the project team size
Base Location Pune – Maharashtra (Work From Office)
Eligibility
Criteria
Education Min: Graduate (MBA degree holders preferred)
Relevant
Professional
Experience
Min: 2 years
Min. 1 year as a TL/Sr. TL Max: 4 years
Scope Of Work /
Responsibilities
 Managing Customer Success Activities such as onboarding, training, services,
customer success management, support, account management, up-sells,
and advocacy. Driving training and SOP adherence.
 Leading the overall journey for Customer Success: Mapping the customer
journey and developing interventions for each step, driving engagement
with customer marketing, analyzing data and customer feedback, and
continuously improving the customer experience.
 Building and Leading a World Class Customer Success team: Recruiting,
training, mentoring, and managing high-potential individuals including
Customer Success Reps, Operations, and Support.
 Work closely and share constructive feedback regularly with customer
stakeholders (Sales, Operations, and Marketing) to establish a stronger
customer relationship and experience.
 Aligning with Customer Delight Managers for driving service roadmap based
on customer feedback and usage data, managing and resolving escalations.
 Driving Customer Success Outcomes: Increasing renewals, reducing churn,
identifying up-sell opportunities, influencing increased life-time-value
through higher product adoption and customer health scores, and driving
growth through increased advocacy and customer reference ability, for SMB
customers.
 Measuring the effectiveness of the Customer Success team with key goals,
operational metrics, and outcomes for the team.
 Aligning with Sales for driving retention and up-sells by improving
engagement and retention.
 Ensure all customer requests and/or problems are assisted, researched, and
resolved in a prompt and professional manner via email or phone call.
 Carry out supervisory responsibilities in accordance with company policies
and procedures
Expectations
 Must have handled a team of 5-10 members.
 Must be in Pune or willing to relocate to Pune.
 You have strong customer empathy, and a desire to drive revenue and
business outcomes.
 You drive outcomes through, persuasion, negotiation, and building
consensus with external and internal stakeholders.
 You’re a leader with the ability to inspire others and drive outcomes as a
unit.
 You have excellent communication and presentation skills.
 You’re analytical and process-oriented, with the ability to make data-aware
decisions
 You have expert knowledge of tools like Google Sheets and MS excel.
 Extensive experience in gathering and interpreting customer experience
information. Solid knowledge of online customer engagement platforms and
channels
 Proficiency in MS Office.

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