HIMALA-RHAPPINESS
Customer Success Manager - Customer Happiness
Remote
Full-Time
This is a remote position.
The Manager Customer Success will work closely with the Team Leads - Customer Success/support to improve the overall customer experience and to enhance the working of the internal team members. He/She will be reporting to the Senior Manager - Customer Support and mainly work with them to improve the c-sat score and NPS of the existing clients.
Key Responsibility Area
- Lead the Customer Success Happiness function by training, engaging and developing your team
- Manage the daily activities of Team Leads and below.
- Working on new strategies to improve the overall customer experience, and NPS score.
- Responsible for the overall functioning of the processes including onboarding, feedbacks, ticket response time etc
- Coordinating with the marketing department to strategize ways to increase post-sales interactions with clients.
- Interacting with the Sales team to work on inter-departmental challenges
Key Performance Indicators
- To increase the count of references to 100% per CSM within 6 months
- To reduce the percentage of churn rate to 30% of present churn rate and maintain the same for subsequent months within a year.
- To increase the MRR of the non enterprise clients to 20%
- To increase the product usage
Requirements
- Postgraduate in MBA.
- A customer-focused mindset, putting the customer experience first in every action you take
- Exceptional account management and customer service skills backed up with excellent written and verbal communication skills
- Has been in the leadership role of the similar profile from past 7-10 years
- Experience working in a B2B SaaS based Organisation
- Technically proficient
- Excellent listening skills
- Ability to effectively communicate at all levels of the organization.
- Excellent problem-solving skills
- Extremely process-oriented
- Experience leading, coaching, and empowering your team to do their best work
Originally posted on Himalayas
Similar opportunities
L
Lead Services Engagement Manager (SEM) - eCOA
Lifelancer
United States of America
USD 120,000 - 160,000 per year
Remote
Full-Time
HIMALA-GERSEMECOA
2 hours, 7 minutes ago
O
QA Engineer
OpenObserve
United States of America
Remote
Full-Time
HIMALA-QAENGINEER
2 hours, 7 minutes ago
H
Community Health Worker
Humana
United States of America
USD 41,900 - 56,600 per year
Remote
Full-Time
HIMALA-ALTHWORKER
2 hours, 7 minutes ago
E
Softwareentwickler- Vollzeit (m/w/d)
Everlast Media GmbH
Germany
Remote
Full-Time
HIMALA-OLLZEITMWD
2 hours, 7 minutes ago