Specialist - Customer Success

In terms of functional roles, the team is involved in:

1. Customer Onboarding and handholding for the initial 3 months
2. Customer Support and Troubleshooting through multiple channels including phone, email, chatbots etc
3. Reporting, Tracking and MIS for enterprise clients
4. Bespoke process for large enterprise clients
5. Liaising with product and operations teams
6. Internal performance-driven activities including forecasting, client retention,
7. CSAT and NPS measurement and corrective actions

Experience Range:

3 - 5 years

Educational Qualifications:

Any graduation,

Job Responsibilities:

• Monitor the team s performance and quality through dashboards
• Bring the team to meet targets and report transparently achievements and miss out to the management on a regular basis.
• Present data and conduct analysis in order to facilitate decision making at the team level.
• Identify the training needs of the team members in order to perform better qualitatively and quantitatively. Conduct regular assessment and feedback sessions with team members individually and collectively.
• Handle clients escalations by conducting RCA and provide accurate data in order to explain the issues with transparency. Come up with suggestions in order to fix the issues.
• Monitor assigned Client health in order to anticipate drop in volumes, monitor account health metrics, drop in quality and reach out to the client proactively through reviews and meetings.
• Represent the customer success team in cross-functional meetings with Product and sales in order to push customer requests and follow up on its development
• Strengthen the client relationship by asking for regular feedback and overall level of satisfaction. Collect and analyze CSAT and NPS data.

Skills Required:

Customer Service Support,Result Orientation,Collaborative Team Leadership,Clear Communications,

Candidate Attributes:

• Have a good focus and complete the tasks from beginning to end in a good time frame
• Listening and reading carefully clients mails
• Develop an understanding and empathy towards clients/candidates problems
• Being able to follow strict conditions
• Able to maintain customer confidentiality
• Adopt an empathetic approach towards the client with politeness and pleasant attitude
• Excellent Excel / Word / Powerpoint Metrics
• Target-driven approach