Manager Customer Success

4 weeks ago


Pune, India PeopleLogic Full time

AbouttheCustomer

Companyis an offering that allows enterprises to outsource theirtransportation operations. By combining technology fleet managementand people it is a onestop shop for all your employee commuteneeds.

AbouttheRole

Designation:ManagerCustomerSuccess

Summary:

Asa Manager Customer Success in Company you will play a pivotal rolein ensuringour

customerssatisfaction and success with our services. You will be responsibleforbuilding

strongcustomer relationships understanding their needs and workingcollaborativelyto

achievetheir objectives. Your focus will be on delivering exceptionalcustomerexperiences

anddriving value for our customers leveraging key skills that overlapwith those ofa

ProgramManager.

WhatAre We LookingFor

Weare seeking a dedicated and resultsdriven individual who excels incustomer relationship management and possesses the key skill setsassociated with a ProgramManager:

Responsibilities:

Comprehensive AccountManagement:

Take ownership of all activities related to assignedaccounts.

Act as the main point of contact and advocate for the customerwithinthe

organization.

Contract Renewal andExtension:

Proactively manage contract renewals and extensions for strategicaccounts.

Identify opportunities for contract expansion andgrowth.

Delivering Value through ProductRollouts:

Collaborate with customers to introduce and implement new productsand

solutionsthat align with theirobjectives.

Ensure customers derive value from these newofferings.

Impact on RevenueContribution:

Drive revenue growth by identifying upsell and crosssellopportunities.

Develop strategies to maximize revenue from existingaccounts.

Monitoring SupportTickets:

Monitor the support ticket dashboard ensuring timely resolutionof

customerinquiries andissues.

Act promptly in cases of potential delays to meet service levelagreements

(SLAs).

CrossSelling Products: Promote and crosssell other relevantproducts andservices

toexistingcustomers.

WorkLocation:

PuneMumbai

WorkExperience:

48Yearsofexperience

Backgroundand Requirements

JobRequirements

Skills:

Project Management:Proficiencyin project management methodologies andtools.

AnalyticalSkills:Stronganalytical background to gather insights andmake

datadrivendecisions.

Technical Proficiency:Proficientin Excel andPowerPoint.

Communication:Excellentverbal and written communicationskills.

StrategicThinking:Ability to think strategically and align customer successinitiatives

withbroader companygoals.

Leadership:Experience leading crossfunctional teams to achieveobjectives.

Stakeholder Management:Strongskills in managing relationships withvarious

stakeholdersnegotiation and conflictresolution.

ProblemSolving:Confidencein troubleshooting and investigatingrealtime

operationalissues forcustomers.

CustomerExperience:Previous experience dealing with customers is a plus(B2B

domainexperience is beneficial but notmandatory).

Stress and Crisis Management:Abilityto handle stressful situations andcritical

issueswith composure andefficiency.

ResultsOriented:Aproactive and determined attitude to achieve goals anddeliver

valuetocustomers.

Service Excellence:Maintainhigh service standards respond efficiently to customer inquiriesand uphold customersatisfaction.

TechSavvy:Comfortableworking with technology and collaborating withpeople.

Sincerity and Ownership:Sincerepunctual and able to take ownership ofcustomer

relationshipsandissues.





Communication,Client RetentionPrograms,Analytical Skills,PowerPoint


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