Customer Experience Strategist

3 days ago

Amrāvati, Maharashtra, India beBeeCustomerSuccess Full time ₹ 50,00,000 - ₹ 70,00,000

About the Role:

We are seeking a proactive customer engagement expert to join our team. As a Customer Success Associate, you will play a key role in improving the overall customer experience by managing key performance indicators (KPIs).

  • Monitor and Analyze KPIs: Track and analyze key performance indicators such as customer sentiment, engagement scores, and service request completion SLAs.
  • Certain Health Monitoring: Regularly monitor customer health and provide actionable insights based on KPIs to prevent churn, identify risks, and capitalize on opportunities for expansion.
  • Business Reviews & Check-ins: Conduct regular business reviews and check-in meetings with customers to assess performance, review KPIs, understand customer needs, and align solutions with their goals.
  • Proactive Customer Engagement: Drive proactive customer engagement by ensuring timely responses to requests, managing project timelines, and facilitating necessary product or service updates.
  • 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.
Required Skills and Qualifications:
  • Experience: 1-3 years of experience in a customer-facing role, preferably within SaaS or technology industries.
  • Data-Driven: Strong ability to analyze and interpret customer data, including sentiment analytics, engagement scores, and service metrics.
  • Customer-Centric: Proven ability to build strong, lasting relationships with customers, understanding their business needs and helping them realize the full value of the product or service.
  • Problem Solving: Strong problem-solving and critical thinking skills, with a proactive approach to identifying potential risks and resolving issues.

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