Customer Success Lead

6 days ago


Noida, Uttar Pradesh, India Kratikal Full time

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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