Manager - Customer Success - BPO (3-6 Yrs) Bangalore (After-Sales/Customer Service)

Customer Success Manager - We are looking for a Customer Success Manager to lead our customer service and experience initiatives. The person would be responsible for driving long-term customer value from the product by proactively understanding users pain points and channelizing users feedback within the organization for product and process improvements. Responsibilities :- Monitor and assist the customer support team to deliver seamless customer experiences while ensuring effective and speedy resolution and tracking of outstanding customer queries.- Handle customer escalations including following up internally and externally to ensure resolutions wherever necessary.- Monitoring key metrics including NPS, TAT, and QoS with respect to the CRM function.- Detect early incident patterns and inform the team to rectify them.- Proactively leads discussions with internal stakeholders to mitigate risk and improve the overall health of the customer relationship.- Actively speak to the users to understand their pain points and collect feedback working along with the Marketing and Product teams.- Being an internal champion of the users and ensuring updating and hygiene of information on organization based on user feedback.- Do reputation management on Play/App stores, Emails or Social Media channels including proactive user activation and gratification wherever required to achieve outcomes.Requirements :- Bachelor s degree and above.- 3 years experience in customer success, support or account management.- Excellent written and verbal communication.- Solution-oriented, positive attitude and good decision-making skills.- Attention to detail and excellent organizational/time management skills.- Proficient in basic computer skills including Microsoft Word/Excel and CRM tools like Zendesk/Freshdesk. (ref:updazz.com)

Payroll Type : Permanent