Strategic Customer Advocate

2 weeks ago

Mumbai, Maharashtra, India beBeeCrisis Full time ₹ 8,00,000 - ₹ 12,00,000
Key Role in Customer Success
  • Serve as the primary point of contact for clients, driving long-term relationships and ensuring exceptional customer experiences.

The ideal candidate will possess a deep understanding of customer lifecycle management, escalations, and crisis handling within mission-critical environments. With 8-12 years of experience in Customer Success, Client Engagement, or Service Delivery, preferably in Data Centre Operations, Cloud, or Hyperscale Infrastructure, this individual will lead client crisis management and escalations with urgency and transparency. They will work closely with internal operations, engineering, and leadership teams to implement corrective actions and prevent recurrences.

Responsibilities:
  • Customer Relationship Management: Develop and maintain strong relationships with clients, ensuring timely communication and customer confidence throughout the customer journey.
  • Crisis & Escalation Management: Lead client crisis management and escalations with urgency and transparency, working collaboratively with cross-functional teams to resolve issues efficiently.
  • Collaboration and Stakeholder Management: Build and maintain effective relationships with internal stakeholders, including operations, engineering, and leadership teams, to drive business outcomes and improve customer satisfaction.
  • Process Improvement: Analyze customer feedback and develop process improvements to enhance services, ultimately driving operational excellence and customer loyalty.

This is an excellent opportunity for a seasoned professional to leverage their expertise in customer lifecycle management, escalations, and crisis handling to make a significant impact in our organization's success.

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