Customer Experience Specialist

4 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.

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