Customer Experience Specialist

5 days ago


Delhi, Delhi, India Zeca Tech Full time
About the Role

Zeca Tech is seeking a highly skilled Customer Experience Specialist to join our team. The ideal candidate will have a proven track record in customer success and a deep understanding of customer relationship management principles.

Responsibilities:

  • Build strong relationships with clients through regular communication and interactions.
  • Understand customer needs and objectives to effectively address their requirements.
  • Provide guidance and best practices to clients to maximize their use of Zeca Tech's products or services.
  • Monitor customer usage and engagement, identifying opportunities to enhance customer success.
  • Collaborate with internal teams to address customer concerns and issues promptly.
  • Conduct regular check-ins and business reviews with clients to assess and improve customer satisfaction.
  • Develop and implement customer success plans and strategies to drive value and renewals.
  • Provide input to product development based on customer feedback and needs.
  • Identify upsell and cross-sell opportunities within the existing client base.
  • Prepare and deliver regular reports and updates on customer success metrics and status.
  • Stay updated on industry trends and best practices in customer success management.
  • Manage and resolve escalations and challenging situations with clients.
  • Promote customer advocacy and referrals through exceptional service and support.
  • Participate in customer events, webinars, and user groups to drive customer engagement.


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