Customer Success Lead

2 weeks ago

Hyderabad, Telangana, India Nexivo Consulting Full time
Customer Success Lead

Nexivo Consulting is seeking a skilled Customer Success Lead to manage customer relationships, analyze data to improve customer satisfaction, and communicate effectively with clients. The ideal candidate will oversee program management, provide excellent service and support to existing customers, and build healthy relationships with them.

Key Responsibilities:
  • Manage customer relationships and analyze data to improve customer satisfaction
  • Communicate effectively with clients and oversee program management
  • Provide excellent service and support to existing customers
  • Build healthy relationships with customers
  • Interact with customers, analyze feedback, and develop new techniques to ensure customer retention
  • Respond to customer queries and address service complaints in a timely manner
  • Ensure rapid adoption and enablement of solutions
  • Identify customer needs and suggest new products and services that suit their interests
  • Provide excellent customer service and ensure customer satisfaction
  • Build positive relationships with customers for repeat businesses
  • Collaborate with different teams and monitor all aspects of the project, including communication, development, and technology
  • Provide constant feedback to the delivery team on the customer account environment
  • Ensure timely renewals, track and contact leaving customers for renewals
  • Develop new strategies for customer retention activities
  • Collect reviews and testimonials that appraise the brand image
  • Work with the marketing manager to implement promotion activities
  • Maintain complete, consistent, and quality activity/contact records in CRM

Requirements:
  • Study product usage, welcome new clients, contact customers, and renew expired subscriptions
  • Look into client feedback and track how each project offers value
  • Creative thinker with a desire and willingness to roll up sleeves to get things done
  • Whole-brain contributor with the ability to analyze data and extract meaningful implications to drive differentiated solutions and communicate these solutions in simple, fact-based ways
  • Adept at complex problem-solving
  • Excellent interpersonal skills with the ability to lead collaboratively using influencing skills
  • Good English communication skills, both written and verbal
  • Relationship-building skills
  • Ability to meet tight deadlines and multitask
  • The ability to manage cross-functionally, both internally and with the customer
  • The ability to manage multiple accounts simultaneously
  • 2 years of experience in sales of SAAS-based products
  • Knowledge of the contact center and customer service is preferred
  • Focus on delivering a personalized approach
  • Upholds a high standard of integrity
  • Excellent interpersonal skills, English communication skills, Relationship-building skills

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