Customer Experience Lead
2 days ago
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
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