Senior Manager, Customer Experience

3 days ago

Hyderabad Secunderabad Telangana, India beBeeCustomerSuccess Full time ₹ 15,00,000 - ₹ 28,00,000
Key Responsibilities:
  • Collaborate with senior leaders to develop and execute strategic plans for customer success.
  • Mentor teams in effective performance, leadership, and collaboration.
  • Lead Customer Success teams, providing guidance and support for growth and development.
  • Identify process improvements and implement efficiency measures.
  • Advocate for customers, ensuring their needs are addressed effectively.
  • Monitor team performance and implement corrective actions as needed.
  • Develop and implement career growth opportunities for team members.
  • Hire talent based on business needs and provide training for success.
Goals and Objectives:
  • Retain revenue through effective customer management.
  • Achieve 95% case resolution within 30 days.
  • Improve first contact resolution time.
  • Adhere to internal SLA and quality audit standards.
  • Keep attrition rates below 15%.
  • Provide accurate quarterly forecasts within a 5% margin of GRR and RRR.
  • Work towards renewals and achieve or exceed plan targets of 92.5% GRR and 96% ARR.
Requirements:
  • Bachelor's degree in business or a related field is preferred.
  • 10-13 years of industry experience, including 7+ years in Customer Success, Account Management, and Renewals.
  • Proven experience managing Customer Success teams of approximately 10 members directly.
  • 5+ years of managerial experience.
  • Experience working in large-scale organizations with diverse teams and processes.
  • Excellent analytical, critical thinking, problem-solving, interpersonal, and relationship-building skills.
  • High attention to detail with working knowledge of reporting and analytics solutions.
  • Strong knowledge and experience in CSA activities.
  • Ability to manage change effectively.
  • Demonstrable ability to communicate, present, and influence credibly at all organizational levels.
  • Experience improving customer experience and driving retention and growth.
  • Proven track record of managing and leading Customer Success teams globally.
  • Expertise in team building, coaching, and developing talent within Customer Success.
  • Strong leadership and team management skills.
  • Desirable: experience managing large volumes of uncovered or low-touch customers.
  • Proficiency with Salesforce: The Customer Company or any CRM tool.
  • Experience working in software companies, particularly in Renewals, Retention, or Customer Success departments.
  • Hands-on experience in resolution and escalation management.

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