Cars24.com - Customer Success Manager

6 days working -

- Define objectives and targets for the outsourced customer service team

- Consistently improve the key business metrics through various campaigns

- Understand customer issues and improve processes to resolve them quickly and efficiently

- Coordinate with other business teams to improve customer grievance system

- Provide strategic customer insights through direct intervention in all channels and data analysis

- Establish critical goals, or other key customer performance indicators, and follow disciplined playbook planning, proactive health monitoring and regular risk troubleshooting.

- Lead the development and execution of action plans to achieve identified customer outcomes

- Manage customer interactions in a manner that establishes credibility and trust.

- Achieve customer success performance goals, including 70%+ NPS, reduced customer churn, revenue expansion opportunity identification, customer satisfaction.

- Monitor, analyze, report and communicate customer KPIs at front line and executive levels.

- Analyze customer feedback by geographic region, customer segment, channel and other key segments to understand loyalty drivers and gaps in the current customer experience.