Job Description:

Role & responsibilities

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Customer experience ,Customer Management,Customer Success,Client Onboarding

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Upselling,Communication Skills,Account Management,Client Success,Revenue Expansion

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Process Improvement Initiatives,Process Implementation.

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Churn management, enhanced customer engagement and advocacy, renewal quotas, CSAT scores, etc.

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Building an onboarding team from scratch, and handling CS operations and programs, directly under the vice president of customer success.

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Independently lead a customer success platform implementation project with technical stakeholder collaboration.

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Spearheaded the development of customer success program management independently

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Strategizing internal programs digitally to enhance success activities (Eg: Tool procurement, engagement

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Campaigns, process automation, playbooks for onboarding, business reviews, success plans, save plays.

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Other responsibilities included- detailed strategy and execution of customer health dashboard, learning .
- It encompasses every aspect of the customer's interaction, including website navigation, marketing materials, sales process, product quality, customer service interactions, and even post-purchase follow-up.

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To create positive and memorable interactions that lead to customer satisfaction, loyalty, and advocacy. A valuable CX aims to make the customer's journey easy, enjoyable, and effective.

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Ongoing and encompasses all stages of the customer lifecycle.
- Customer Satisfaction (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), feedback surveys, customer reviews, and qualitative feedback.
- Primarily proactive, focusing on designing and delivering positive experiences at every touchpoint. It can also be reactive in addressing issues and feedback.

📌 AGM Customer Experience based at Mumbai
🏢 Talent Leads Consultants
📍 Mumbai