DGM - Customer Management - IT Software

DGM - Customer Management - Bangalore - Software co.

Position - DGM - Customer Management

Location - Bangalore

- Minimum 6 years of experience working in projects/ programs with focus on customer experience/ customer engagement

- MBA graduates from Tier 1 & Tier 2 colleges

- Experience in process design and delivery with proven ability in project execution and communication

- Extremely strong problem structuring and solving skills

- Ability to deal with ambiguity, interpret and map processes to data, multitask, prioritize, and manage time efficiently

- Proficient in MS Office (Outlook, Word, Excel)

- Project Management

- Optimize execution of projects impacting customer relationship management across functions

- Work towards building synergy with other similar/complementing initiatives to ensure consistent customer experience and to minimize partner effort

- Champion change and effectively manage implementation of new ideas or programs aligned with company's strategic goals

- Manage cadence to review progress and impact of all projects impacting customer relationship with co. ecosystem

- Orchestrate program launches for sales & partner teams through appropriate channels (documentation, training, workshop etc.,)

Customer Success :

- Own execution and improvement of customer retention through planned and consistent interventions

- Design relevant training programs to drive delightful customer experience

- Continuously identify opportunities for automation which can significantly impact our ability to manage customers at scale

- Conceptualize and work towards building processes, systems and tools to improve team's ability to acquire & retain more customers

- Continuously identify opportunities for automation which can significantly impact our ability to manage customers at scale

- Conceptualize and work towards building processes, systems, and tools to improve team's ability to acquire & retain more customers

- Interact with internal and external stake holders to gauge the effectiveness of programs launched