Customer Success Executive

3 months ago

Okhla Delhi Delhi, India Acadally Full time

**Job Title**:Customer Success Executive**

**Company**: AcadAlly **Website**:Location**: New Delhi

**Experience**: 3+ Years

**About AcadAlly**:
AcadAlly is a dynamic and innovative education technology company committed to transforming the learning experience. At AcadAlly, we believe in leveraging technology to empower educators and students, making education accessible, engaging, and effective. Our platform is designed to facilitate collaborative learning, provide personalized educational experiences, and foster a community-driven approach to education.

As a Customer Success Executive at AcadAlly, you will play a pivotal role in ensuring the highest level of satisfaction for our users. Your primary responsibility will be to lead and manage the customer service team, ensuring they deliver exceptional support to our clients and users. You will also collaborate closely with other departments to address customer needs and contribute to continuously improving our products and services.

**Responsibilities**:

- **Team Leadership**:

- Lead and motivate the customer service team to achieve performance goals.
- Provide guidance, training, and mentorship to team members.
- Foster a positive and collaborative team culture.
- **Customer Support**:

- Oversee day-to-day customer service operations.
- Handle escalated customer issues and ensure timely resolution.
- Monitor and analyze customer feedback to identify areas for improvement.
- **Process Improvement**:

- Work closely with cross-functional teams to improve product and service offerings based on customer feedback.
- Identify and implement process improvements to enhance the efficiency of the customer service team.
- **Training and Development**:

- Conduct regular training sessions for the customer service team to enhance their skills and product knowledge.
- Stay updated on industry trends and ensure the team is well-informed.
- **Performance Metrics**:

- Establish and monitor key performance indicators (KPIs) to measure the effectiveness of the customer service team.
- Provide regular reports to management on team performance.

**Qualifications**:

- Bachelor's degree in a relevant field.
- 3+ years of experience in customer service, with at least 1 year in a leadership or supervisory role.
- Excellent communication and interpersonal skills.
- Proven ability to lead and motivate a team to achieve targets.
- Strong problem-solving skills and the ability to handle challenging situations with diplomacy.
- Familiarity with education technology or the Ed-tech industry is a plus.

Schedule:

- Day shift

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 3 years (preferred)
- Customer service: 3 years (preferred)

**Language**:

- English (preferred)
- Hindi (preferred)

Work Location: In person

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