Customer Delight Owner

21 hours ago

Pune, India Job Grabber HR Services Full time

Job Role: Customer Delight Owner
Function: Customer Relationship Management and Service

**Job Type**: Individual Contributor and Team handling
Team Size: Depends on the project team size
Base Location: Pune - Maharashtra (Work From Office)
Compensation: 6 LPA to 8 LPA (Fixed + variable - depending upon interview and experience)
Eligibility Criteria:
Education Min: Graduate (MBA degree holders preferred)
Relevant Professional Experience
Min: 2 years Max: 4 years
Scope Of Work / Responsibilities
- 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 referenceability, for SMB
customers.
- 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
- Managing Customer Success Activities such as onboarding, training, services,

customer success management, support, account management, up-sells,
and advocacy
- Building and Leading a World Class Customer Success team: Recruiting,

training, and managing high-potential individuals including Customer
Success Reps, Operations, and Support.
- Measuring the effectiveness of the Customer Success team with key goals,

operational metrics, and outcomes for the team
- Working Closely 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
- Aligning with Sales for driving retention and up-sells by improving

engagement and retention.
- Ensure all customer's requests and/or problems are assisted, researched
- Carry out supervisory responsibilities in accordance with company policies

and procedures

Expectations
- Must have handled a team of 5-10 members
- Must be in Pune or willing to relocate to Pune
- You have strong customer empathy, a desire to drive revenue and business

outcomes
- You drive outcomes through persuasion, negotiation and building consensus

with external and internal stakeholders
- You’re a leader with the ability to inspire others and drive outcomes as a

unit
- You have excellent communication and presentation skills
- You’re analytical and process-oriented, with the ability to make data-aware

decisions
- You have expert knowledge of tools like google sheets and MS excel.
- Extensive experience in gathering and interpreting customer experience

information. Solid knowledge of online customer engagement platforms and
channels
- Proficiency in MS Office

**Salary**: ₹300,000.00 - ₹800,000.00 per year

Schedule:

- Day shift

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