
Customer Success
2 weeks ago
0 - 2 Years
Chennai
**Role description**:
**Skills**:
- **Operational Leadership**: Lead and manage day-to-day operations of the Customer Success team to ensure efficient processes and high-quality service delivery.
- **Customer Satisfaction**: Develop strategies and initiatives to improve customer satisfaction with a focus on building long-term relationships.
- **Team Development**: Mentor, coach, and train team members to achieve individual and team performance goals. Foster a collaborative team environment.
- Good Knowledge in SWITCH is mandatory
- **Process Improvement**: Identify opportunities for operational improvements and implement scalable solutions to improve team efficiency and customer experiences.
- **Cross-functional Collaboration**: Work closely with sales, product development, and other teams to align on customer goals, product usage, and troubleshooting complex issues.
- **Metrics & Reporting**: Define, track, and report on key performance indicators (KPIs) such as customer satisfaction, Service Requests, Incidents and operational efficiencies.
- **Escalation Management**: Handle escalated customer issues and ensure prompt resolution, working closely with internal stakeholders to address complex situations.
- **Compliance & Risk Management**: Ensure that the customer success operations adhere to regulatory and compliance standards within the financial services industry and attending internal and external audits.
- **SLA**: Should ensure all the incidents are closed within the agreed SLAs and make sure no penalties are charged by the banks
**Skills**:
Incident Management, ITIL, Problem management, Customer Management, Communication, Team management
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