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Customer Success Manager (Diversity Hiring)

Customer Success Manager (Diversity Hiring)

CtrlS DatacentersDelhi, India
2 days ago
Job description

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

  • 6-8 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
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