2 - 7 years
2 - 7 Lacs
Posted:1 week ago|
Platform:
On-site
Full Time
Customer Relationship Management Build and maintain strong relationships with key clients to ensure continued satisfaction and long-term partnerships. Serve as the main point of contact for escalated issues and high-value accounts. Understand customers business goals and help align product use cases to drive results. Customer Success Strategy Develop and implement customer success frameworks that promote customer retention, adoption, and growth. Monitor and improve Net Promoter Score (NPS), customer health scores, and renewal rates. Define and track key performance metrics for customer success and satisfaction. Onboarding & Adoption Oversee customer onboarding processes to ensure smooth implementation and product adoption. Collaborate with implementation, support, and product teams to drive successful customer journeys. Provide guidance and best practices to help customers maximize product value. Team Leadership Manage and mentor a team of Customer Success Managers (CSMs) or specialists. Conduct regular team reviews, one-on-ones, and performance evaluations. Foster a culture of customer advocacy and accountability within the team. Cross-functional Collaboration Work with Product, Sales, Support, and Marketing to channel customer feedback into continuous improvement. Partner with Sales to support upselling and renewals. Represent the voice of the customer in internal strategy meetings. Customer Training & Enablement Oversee the development of training programs, documentation, webinars, and learning content. Drive customer education to encourage self-sufficiency and engagement.
Collegedunia
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