Overview
Job Role Customer Delight Owner
Function Customer Relationship Management and Service
Business Vertical Residential
Reports To AM – Customer Success
Job Type Individual Contributor and Team handling
Team Size Depends on the project team size
Base Location Pune – Maharashtra (Work From Office)
Eligibility
Criteria
Education Min: Graduate (MBA degree holders preferred)
Relevant
Professional
Experience
Min: 2 years
Min. 1 year as a TL/Sr. TL Max: 4 years
Scope Of Work /
Responsibilities
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
Expectations
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.