Senior Customer Experience Specialist

3 days ago

Gandhinagar, Gujarat, India beBeeCustomerSuccess Full time ₹ 20,00,000 - ₹ 30,00,000
Job Description

We are seeking an experienced professional to serve as a liaison for technical questions or escalations, collaborating with internal teams to ensure seamless customer support.

  • The successful candidate will be responsible for developing success plans with customers, outlining critical goals and key performance indicators, and providing guidance in achieving these objectives.
  • They will measure customers' achievement of these key performance indicators and report those both internally and externally.
  • Collaboration with account management teams is crucial to secure contract renewals.
  • The candidate will assist in identifying opportunities for expanding usage across the customer's organization.
  • Leadership in POCs for upsells and participation in pilot results presentations, QBR's and ABR's with key accounts is also required.

Requirements:

  • A minimum of 5 years of experience in customer success/project management roles, with a proven track record of success, particularly in managing major accounts.
  • Technical expertise in cybersecurity with strong analytical and project management skills.
  • A proactive approach to problem-solving, with the ability to make independent decisions.
  • Identifying problems and addressing them internally to drive resolution with technical support teams.
  • A proven track record of building and maintaining relationships with enterprise clients, driving customer success, and exceeding performance targets.
  • Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels of an organization.
  • Multitasking and thriving in a fast-paced environment are essential qualities for this role.

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