Customer Advocacy Manager

3 days ago

Lucknow, Uttar Pradesh, India beBeeCustomerSuccess Full time ₹ 60,00,000 - ₹ 1,00,00,000

We are seeking a dedicated and data-driven professional to manage key performance indicators (KPIs) such as Sentiment Analytics, Engagement Scores, and Request Completion SLAs.

Key Responsibilities:
  • Monitor and analyze KPIs: Track and analyze key performance indicators such as customer sentiment, engagement scores, and service request completion SLAs. Use data-driven insights to drive strategies and ensure customer satisfaction.
  • 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 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 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.
  • 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. Regularly report on KPI trends, account health, and customer feedback to internal stakeholders.

Required Skills and Qualifications:

  • Experience: 1-3 years of experience in a Customer Success, Account Management, or related customer-facing role, preferably within SaaS or technology industries.
  • Data-driven analysis: Strong ability to analyze and interpret customer data, including sentiment analytics, engagement scores, and service metrics. Experience with data analysis tools or CRM systems.
  • Customer-centric approach: Proven ability to build strong, lasting relationships with customers, understanding their business needs and helping them realize the full value of the product or service.
  • Problem-solving skills: Strong problem-solving and critical thinking skills, with a proactive approach to identifying potential risks and resolving issues.
  • Communication skills: Excellent verbal and written communication skills. Ability to present complex information in a clear, concise manner to both internal teams and customers.
  • Organizational skills: Exceptional time management and organizational skills, with the ability to handle multiple accounts, priorities, and customer needs simultaneously.
  • Business reviews experience: Prior experience conducting business reviews and check-ins, providing actionable insights, and making recommendations for improving customer success.

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