As a Customer Success Manager, you will work with the growing number Clients to manage the customer and/or partner relationship through their onboarding, configuration and their satisfaction by serving them as appropriate.
Customer Success
Managers act as an advisor for product and strategic decisions from customer point of view. In this role, you will plan, manage and execute communication and training programs that directly support the ongoing success and adoption of the services.
Requirements
- A minimum of 8 years of experience with a minimum of 3 years of experience in a leadership role.
- Should have managed a team size of 20 people.
- Graduate in any stream/ MBA would be an added advantage.
- Good knowledge of conducting RCA.
- Should be proficient in MS Office- Word, Excel and PowerPoint.
Key Responsibilities
- Analysing performance against standard parameters.
- Providing feedback to Agents.
- Conduct refresher training.
- Managing engaging the team to improve the overall customer experience
- Maintaining dashboard reports to be sent out to the stakeholders.
- Providing actionable data to various internal support groups as needed.
- To use a quality monitoring data management system to compile and track at the individual level.
- Conduct Performance Management Appraisals
- Design and modify training modules whenever required.
- Manage attrition detect earlier behaviours.
Disclaimer: This job posting and location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.