Customer Success Manager (Diversity Hiring)
CtrlS DatacentersMumbai, Maharashtra, India3 days ago
Job description6-8 years of experience in customer experience / success BG (from IT product background and Data Center Industry is mandatory). Excellent passion towards customer service and always exceeds customer’s expectation. Collaborative attitude to work with cross functional leaders and always aim to resolve. Creative thinking and ability to work independently. Excellent problem-solving skills at any given situation. Excellent communication skills in Hindi, English or Telugu is a must. Empathetic attitude towards customer’s concern and deliver timely resolution. Good presentation, data analytical skills for weekly MIS activities. Demonstrate conflict resolution, negotiation, and de-escalation skills. Ability to multi-task in high-energy environment. Accountability and ownership for the role and portfolio assigned. Quick decision-making skills in a heated situation to resolve customer grievances
The ideal candidate will have impeccable relational skills and can create win / win environments for all parties that she (Diversity Hiring) works with.
Key Responsibilities
- Conducts thorough customer research.
- Work closely with CSM, PM, cross functions to analyze and enable technical advisory for the customer.
- Offer customers a personalized VIP experience.
- Frequently monitor customer’s revenue movement, ensuring retainership and control churns.
- Understanding customers' needs, identifying new opportunities and generate organic leads through existing customers.
- Driving company’s NPS score always upwards.
- Driving customer engagement through various personalized workshops and participate in marketing promotions.
- B2B sales, Upselling, cross selling the existing products and services.
- Self-educating on the market trend in relevance to our company’s products and offerings.
- Routing qualified opportunities to the appropriate sales executives for further development and closure.
- Maintaining track record of Advocacy activities and its progressions.
- Timely and effective closure of customer’s grievances through ticketing platform.
- Collaborate with internal leaders to always bring business and customers value up.
Qualifications
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Manager Manager • Mumbai, Maharashtra, India
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