Customer Success Executive

Job description:-

• Managing Customer Success Activities such as onboarding, training, services, customer success management, support, account management, up-sells, and advocacy. Driving training and SOP adherence.
• Leading the overall journey for Customer Success: Mapping the customer journey and developing interventions for each step, driving engagement with customer marketing, analyzing data and customer feedback, and continuously improving the customer experience.
• Building and Leading a World Class Customer Success team: Recruiting, training, mentoring, and managing high-potential individuals including Customer Success Reps, Operations, and Support.
• Work closely and share constructive feedback regularly with customer stakeholders (Sales, Operations, and Marketing) to establish a stronger customer relationship and experience.
• Aligning with Customer Delight Managers for driving service roadmap based on customer feedback and usage data, managing and resolving escalations.
• Driving Customer Success Outcomes: Increasing renewals, reducing churn, identifying up-sell opportunities, influencing increased life-time-value through higher product adoption and customer health scores, and driving growth through increased advocacy and customer reference ability, for SMB customers.
• Measuring the effectiveness of the Customer Success team with key goals, operational metrics, and outcomes for the team.
• Aligning with Sales for driving retention and up-sells by improving engagement and retention.
• Ensure all customer requests and/or problems are assisted, researched, and resolved in a prompt and professional manner via email or phone call.
• Carry out supervisory responsibilities in accordance with company policies and procedures

Requirements:-

• Should have 4 - 5 years of experience in customer success (voice process mandatory)
• Must have handled a team of 5-10 members.
• Must be in Pune or willing to relocate to Pune.
• You have strong customer empathy, and a desire to drive revenue and business outcomes.
• You drive outcomes through, persuasion, negotiation, and building consensus with external and internal stakeholders.
• You’re a leader with the ability to inspire others and drive outcomes as a unit.
• You have excellent communication and presentation skills.
• You’re analytical and process-oriented, with the ability to make data-aware decisions
• You have expert knowledge of tools like Google Sheets and MS excel.
• Extensive experience in gathering and interpreting customer experience information. Solid knowledge of online customer engagement platforms and channels
• Proficiency in MS Office.