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Customer Success- lead

3 months ago

Hyderabad, India Nexivo Consulting Full time

Company Description

Nexivo Consulting | Zoho Premium Partner in Hyderabad, helps enterprise and small businesses automate their processes using Zoho solutions in Sales, Lead Generation, Marketing, HR Operations, and more. The company has experienced Business Consultants and certified Zoho consultants who follow a process-driven methodology for successful implementations.


Our innovative and growing IT company is searching for experienced candidates for the position of customer success- lead.

This is a full-time on-site role for a customer success- lead at Nexivo Consulting.

The Customer Success- Lead will be responsible for managing customer relationships, analysing data to improve customer satisfaction, communicating effectively with clients, and overseeing program management.

 

Customer Success- Lead

 

·      Providing excellent service and support to the existing customers to build healthy relationships with them.

·      Interact with customers, analyse feedback and develop new techniques to ensure customer retention.

·      Respond to customer queries and address service complaints in a timely manner.

·      Ensure rapid adoption and enablement of the solutions

·      Identify Customer's needs, and suggest new products and services that suit their interests.

·      Provide excellent customer service and ensure customer satisfaction.

·      Build positive relationships with customers for repeat businesses.

·      Collaborate with different teams and monitor all aspects of the project, including communication, development and technology.

·      Provides constant feedback to the delivery team on the customer account environment

·      Ensure timely renewals. Track and contact leaving customers for renewals.

·      Develop new strategies for customer retention activities.

·      Collect reviews and testimonials that appraise the brand image.

·      Work with the marketing manager to implement promotion activities.

·      Maintain complete, consistent and quality activity/contact records in CRM

 

Requirements

  • The customer success- lead needs to study their product usage, welcome new clients, contact customers, and renew expired subscriptions.

  • He or she needs to look into client feedback and track how each project offers value.

  • Creative thinker with desire and willingness to roll up sleeves to get things done.

  • A whole-brain contributor with the ability to analyse data and extract meaningful implications to drive differentiated solutions and, then, communicate these solutions in simple, fact-based ways

  • Adept at complex problem-solving.

  • Excellent interpersonal skills with the ability to lead collaboratively, using influencing skills.

  • Good English communication skills, both written and verbal.

  • Relationship-building skills

  • Ability to meet tight deadlines and multi-task

  • The ability to manage cross-functionally both internally and with the customer

  • The ability to manage multiple accounts simultaneously

  • 2+ years of experience in sales of SAAS-based products

  • Knowledge of the contact centre and customer service is preferred

  • Focus on delivering a personalised approach

  • Upholds a high standard of integrity