About the role
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