Lead Consultant at Talentiser
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Associate Director - Customer Success - Startup (6-16 yrs)
Associate Director - Customer Success - Startup
We are hiring for Associate Director - Customer Success for a renowned startup based in Bangalore. Job responsibilities:
- Provide leadership and direction to the Customer Support to ensure it discharges its mandate and meets expected goals, measures and targets required to achieve customer satisfaction.
- Plan, develop and implement customer service policies, strategies, and processes for the entire organization to provide client- focused services and administrative functions.
- Continuously improve existing policies, strategies, and processes.
- Managing a team of 40-50 people
- Monitor day to day performance of team members
- Conduct regular briefings & refreshers to team members and uphold high process & product levels in team members
- Conduct audits on emails and calls attended by the team members
- Record and pass on training needs of the team
- Identify volume drivers and highlight to relative stake holders
- Drive productivity, quality and C-sat as part of the performance metrics
- Conduct regular feedback sessions with team members
- Work on bottom quartile in the team
- Focussing on C-sat of merchants/customers
- Ensure higher quality of responses to merchants/customers
- Responsible for the productivity of the team members
- Maintaining high E-sat levels
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