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Customer Success Executive

2 months ago

India Wefast India Full time

Company Profile -Borzo (formerly Wefast) is one of the biggest and most technologically advanced players in the global same-day delivery market. We deliver unparalleled convenience to businesses and people, all the while creating millions of job opportunities.

Mission: Thrive to keep our customers happy and retained

Designation: Customer Success Executive

Location: Andheri East, Mumbai

Outcome: Growing customer portfolio to 200-300% and maintaining for next 5 years

Detailed Outcomes:

  • Managing / Mentoring / Structuring the team of KSMs & SM's to developing initiatives that deliver unique value to customers.
  • Optimise customer journey and identify gaps in customer facing processes
  • Aligning and educating teams about the importance of Customer Success
  • Forming upselling and cross-selling strategies
  • Using Key Metrics and Preparing Reports

Competencies:

  • 8 to 10 years of overall management experience with 5-6 years of experience in customer success or customer acquisition & retention related roles
  • Exposure to subscription-renewal-based or delivery-based business processes, upselling, or cross-selling as well as deep knowledge of and experience in implementing Customer Success best practices
  • Driving customer satisfaction and enhancing customer experience in their past work
  • Ability to create strategies, implement them, track performance, and achieve set objectives
  • Analytical thinking with keen problem-solving; process development and improvement; as well as task planning and delegation skills.
  • Experience with CRM software (Salesforce, HubSpot, Pipedrive etc) and Google sheets / slides / tableau reading. A knack for data reading / understanding
  • Actively participate in meetings with executives and contribute unique perspectives and value
  • Strong communications and interpersonal skills, Process-orientation, Business acumen
  • 1-2 years of experience in key accounts management
  • 1-2 years of experience in client retention and client win back