Customer Experience Manager

3 days ago

Kolkata, West Bengal, India beBeeCustomer Full time ₹ 60,00,000 - ₹ 1,20,00,000

At Zarthi, we aim to deliver solutions that effectively address real business challenges and accelerate growth.

  • We offer two core solutions: Zarthi for Services and Zarthi for Payments. These solutions operate on a pay-as-you-use model, delivering defined business outcomes through the integration of expert personnel, streamlined processes, and cutting-edge technology across more than 25 Practices.
About the Job Role

We are seeking a dedicated and data-driven Customer Success Associate (CSA) to join our team. In this role, you will focus on improving the overall customer experience by managing key performance indicators (KPIs).

Key Responsibilities
  1. Monitor and Analyze KPIs: Track and analyze key performance indicators such as customer sentiment, engagement scores, and service request completion SLAs.
  2. Customer Health Monitoring: Regularly monitor customer health and provide actionable insights based on KPIs to prevent churn, identify risks, and capitalize on opportunities for expansion.
  3. Business Reviews & Check-ins: Conduct regular business reviews and check-in meetings with customers to assess performance, review KPIs, understand customer needs, and align our solutions with their goals.
  4. Proactive Customer Engagement: Drive proactive customer engagement by ensuring timely responses to requests, managing project timelines, and facilitating necessary product or service updates.
  5. Continuous Improvement: Identify trends from sentiment analytics and engagement data to suggest product improvements, processes, or personalized customer strategies that drive a positive customer experience.
  6. Cross-Functional Collaboration: Work closely with the Product, Support, and Sales teams to align customer feedback and performance data with ongoing product development, feature enhancements, and support processes.
  7. Customer Education & Empowerment: Deliver regular training and resources to customers based on their needs and product usage data to ensure they are maximizing the value of the product.
  8. Escalation & Issue Resolution: Identify and address customer issues in a timely and effective manner, working with relevant teams to resolve critical customer concerns and ensuring an optimal experience.
  9. Customer Retention & Growth: Focus on driving customer retention, satisfaction, and growth by fostering strong relationships, ensuring customers are realizing value, and identifying opportunities for upsell or cross-sell.
  10. Reporting & Documentation: Maintain accurate records of customer interactions, performance metrics, and follow-ups in the CRM system. Regularly report on KPI trends, account health, and customer feedback to internal stakeholders.

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