Customer Success Manager

About Welspun Entity*

Welcome to Welspun Transformation Services Limited (WTSL), where innovation, digital transformation, and customer-centric excellence come together. As part of the Welspun Group, we are at the forefront of automation and business services, working across industries with a focus on cutting-edge technologies such as AI, ML, and RPA.

Since our founding in August 2018 with 92 employees, we've grown to over 500 members across multiple locations, showcasing our commitment to operational excellence and inclusivity. At WTSL, we prioritize diversity, with 34% women in our workforce and flexible policies like maternity, paternity, and menstrual leave. Our goal is to increase female representation to 40%. We foster a family-like work environment through initiatives like Fam-Jam and wellness programs, and our Great Place to Work certification highlights our commitment to employee well-being.

Working at WTSL means being part of impactful projects for global clients, while growing professionally through extensive learning opportunities. Join us as we continue our transformational journey, where your ideas and contributions will be valued, and you can make a meaningful impact in the world of business services

Job Purpose/ Summary*

As a Customer Success Manager (CSM), you will be responsible for developing and maintaining strong relationships with customers to ensure their satisfaction, retention, and long-term loyalty. You will serve as the primary point of contact for customers, addressing their inquiries, resolving issues, and providing strategic solutions tailored to their needs. This role is critical in driving customer engagement, identifying upselling or cross-selling opportunities, and collecting feedback to enhance products, services, and overall experience.

Job Description*

As a Senior Manager in the CRM department, the successful candidate will be responsible for managing and enhancing customer relationships, ensuring customer satisfaction, and driving business growth. They will be expected to work closely with the CEO's office on critical business generation initiatives and manage relationships with key stakeholders. The role requires a strong customer and business-centric approach, with a focus on delivering results.

Principal Accountabilities*

Develop and implement customer relationship management strategies to enhance customer satisfaction and loyalty.

Recommend, implement, and drive feedback mechanisms such as NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score) to evaluate customer satisfaction, identify service improvement areas, and strengthen customer relationships.Work closely with the CEO's office on critical business generation initiatives, identifying new opportunities for growth and expansion.

Manage relationships with key stakeholders, ensuring their needs and expectations are met and that they are kept informed of any significant developments.

Foster a customer-centric culture within the organization, promoting the importance of customer satisfaction and the value of long-term customer relationships.

Use business and commercial acumen to make informed decisions that benefit both the customer and the organization.

Demonstrate a global mindset, understanding and responding to global trends and developments that may impact the organization and its customers.

Encourage entrepreneurship and innovation within the team, promoting the development of new ideas and approaches.

Lead and manage the team, fostering a culture of excellence and ensuring all team members are motivated, engaged, and performing at their best.

Use strong interpersonal skills to build and maintain effective relationships both within and outside the organization.

Pay attention to detail and use critical thinking skills to solve complex problems and make sound decisions.

Influence others to achieve results, driving the team and the organization towards the achievement of its goals.

Key Interactions*

1. Stakeholder Engagement

2. Client Relations

3. Cross-Functional Collaboration

4. External Communication

5. Internal Communication

Experience*

Years

Relevant Industry*

IT Services & Consulting,BPO,Analytics / KPO / Research

Education Degree*

Under Graduate

Specializations*

Others

Language Proficiency*

ENGLISH,HINDI

Certifications*

Skill*

1. Interpersonal Relationship

2. Detail Orientation & Influencing

3. driving results & Critical Thinking

4. Interpersonal Relationship

5. Detail Orientation & Influencing

6. driving results & Critical Thinking