CtrlS DataCenter - Customer Success Manager

Women candidates preferred

Description:

Role & responsibilities:

- Conducts thorough customer research.

- Work closely with CSM, PM, cross functions to analyze and enable technical advisory for the customer.

- Offer customers a personalized VIP experience.

- Frequently monitor customers revenue movement, ensuring retainership and control churns.

- Understanding customers' needs, identifying new opportunities and generate organic leads through existing customers.

- Driving NPS score always upwards.

- Driving customer engagement through various personalized workshops and participate in marketing promotions.

- B2B sales, Upselling, cross selling the existing products and services.

- Self-educating on the market trend in relevance to our company products and offerings.

- Routing qualified opportunities to the appropriate sales executives for further development and closure.

- Maintaining track record of Advocacy activities and its progressions.

- Timely and effective closure of customers grievances through ticketing platform.

- Collaborate with internal leaders to always bring business and customers value up.

Preferred candidate profile:

- 6-10 years of experience in customer experience/ success BG (from IT product background).

- Excellent passion towards customer service and always exceeds customers expectation.

- Collaborative attitude to work with cross functional leaders and always aim to resolve.

- Creative thinking and ability to work independently.

- Excellent problem-solving skills at any given situation.

- Excellent communication skills in Hindi, English or Telugu is a must.

- Empathetic attitude towards customers concern and deliver timely resolution.

- Good presentation, data analytical skills for weekly MIS activities.

- Demonstrate conflict resolution, negotiation, and de-escalation skills.

- Ability to multi-task in high-energy environment.

- Accountability and ownership for the role and portfolio assigned.

- Quick decision-making skills in a heated situation to resolve customer grievances.