Customer Service Officer

2 weeks ago

Pune, India SolarSquare Energy Pvt Ltd Full time

Education Min: Graduate (MBA degree holders preferred)

Relevant Professional Experience Min: 2 years Min. 1 year as a TL/Sr. TL Max: 4 years

Scope Of Work / Responsibilities
- Managing Customer Success Activities such as onboarding, training, services, customer success management, support, account management, up-sells, and advocacy. Driving training and SOP adherence.
- Leading the overall journey for Customer Success: Mapping the customer journey and developing interventions for each step, driving engagement with customer marketing, analyzing data and customer feedback, and continuously improving the customer experience.
- Building and Leading a World Class Customer Success team: Recruiting, training, mentoring, and managing high-potential individuals including Customer Success Reps, Operations, and Support.
- Work closely and share constructive feedback regularly with customer stakeholders (Sales, Operations, and Marketing) to establish a stronger customer relationship and experience.
- Aligning with Customer Delight Managers for driving service roadmap based on customer feedback and usage data, managing and resolving escalations.
- Driving Customer Success Outcomes: Increasing renewals, reducing churn, identifying up-sell opportunities, influencing increased life-time-value through higher product adoption and customer health scores, and driving growth through increased advocacy and customer reference ability, for SMB customers.
- Measuring the effectiveness of the Customer Success team with key goals, operational metrics, and outcomes for the team.
- Aligning with Sales for driving retention and up-sells by improving engagement and retention

**Salary**: ₹400,000.00 - ₹600,000.00 per year

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Morning shift

Ability to commute/relocate:

- Pune, Maharashtra: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Customer support: 3 years (preferred)
- team handling: 2 years (preferred)

**Speak with the employer**
+91 9136601521
- Health insurance

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