Customer Success Lead
6 days ago
Job Overview
Kratikal Tech Pvt Ltd, a leading cybersecurity organization, seeks an experienced Customer Success Lead to drive customer satisfaction and retention. The ideal candidate will have 1+ years of experience in a Customer Success role within IT Services & Consulting, with a focus on achieving renewal, upsell, and cross-sell targets.
Main Responsibilities
- Renewal/Upsell/Cross-sell: Identify opportunities and present client value propositions to drive renewals, upsells, and cross-sells to reduce churn and increase monthly recurring revenue.
- Cross-functional Collaboration: Collaborate with various teams to align project goals and enhance customer satisfaction.
- Follow-up and Engagement: Regularly engage with clients to gather feedback and build strong relationships to enhance lifetime value through higher product usage, retention, satisfaction scores, and Net Promoter scores.
- Customer Support & Escalations: Resolve customer issues promptly and manage escalations to ensure a positive customer experience.
- Testimonials & Case Studies: Collect and compile success stories to showcase positive outcomes and client satisfaction.
- Client Onboarding/Project Kickoff: Ensure a smooth and efficient onboarding process for new clients, setting the stage for long-term success.
Qualifications
- Must have a B.Tech or BCA degree; a Master's degree is a plus.
- Result-oriented with a focus on achieving renewal, upsell, and cross-sell targets.
- Excellent communication and interpersonal skills for effective client and team engagement.
- Continuous learning mindset to stay updated with the latest trends in cybersecurity.
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