Data Driven Customer Experience Specialist

2 days ago

Vizag, Andhra Pradesh, India beBeeCustomerSuccess Full time ₹ 18,56,250 - ₹ 25,12,500
Customer Success Associate Job Description

This role focuses on delivering exceptional customer experiences by improving overall performance and managing key performance indicators (KPIs).

  • Key Responsibilities:
  • Monitor and Analyze KPIs: Track and analyze key performance indicators such as customer sentiment, engagement scores, and service request completion SLAs.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • Reporting & Documentation: Maintain accurate records of customer interactions, performance metrics, and follow-ups in the CRM system.

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