About the Team Flipkart Commerce Cloud is a new offering of retail intelligence services and platforms from Flipkart. It is a suite of cloud-based products built with the vast experience of Flipkart in the retail industry and the insights gained from large amounts of customer data. It aims to enable retailers to solve their business problems and help them grow their revenues and profitability margins. What you will do : - The candidate is required to take ownership of NPS of all the projects and drive them to closure. - He/She will be responsible for liaising between internal teams and the clients to deliver solutions/services on time and ensuring client satisfaction. He/She will work with clients, legal teams, different product and engineering teams, accounting teams, BD and sales teams and executive leadership to supervise smooth project functioning. He/She will also work together with the leadership to strategize and grow the Customer Success function for Flipkart Commerce Cloud. The scope of work would broadly cover the following. Customer Success Team Building : - Work with executive leadership to develop short-term and long-term strategy for growing the customer success team. - Identify and build growth capabilities/enablers that will drive significant growth of NPS of client base. - Drive implementation of key initiatives for growth, customer experience, operational effectiveness and service. - Define and track success criteria for various teams to evaluate efficiency and effectiveness of solutions. - Understand customer needs, habits and perceptions developed through targeted interviews, usability studies and customer feedback. Use these insights to help the internal team devise growth plan/strategy. - Will be focused on customer and user acquisition, activation, retention and up-selling of services - Ensure client on boarding is done seamlessly into Flipkart ecosystem - Have constant engagement with clients to identify their needs and problems and solve them with the help of internal stakeholders - Client support to be provided to clients to provide resolution for service failures Role - this will be an individual contribution role for the first 6 months. The candidate will have to build the team post 6 months and will transition into a people leading role. Key KRAs : - NPS ownership - Liaise with customers and solve all their issues by taking the help of internal stakeholders - Capture Voice of Customer and help with designing a product road map - Overlook key projects- deployment Key Areas of Experience : - Customer facing roles - customer success, client management or project management - Exposure to operational excellence experience with desired knowledge of process development &amp; deployment, strategy formulation and execution Key Skill Sets : - Ability to take independent decisions &amp; to handle ambiguity - Excellent analytical &amp; problem-solving skills - Ability to influence other leaders &amp; teams and align them towards the common, shared objectives. - Strong Analytical and Written Communication Skills - Strong Stakeholder management experience

Bangalore

Flipkart - Manager - Customer Success  

Flipkart - Manager - Customer Success   ,Job Description for Flipkart - Manager - Customer Success   in Flipkart in  Bangalore for (4-6) years of experience. Apply Now!

Job Description for Flipkart - Manager - Customer Success   in Flipkart in  Bangalore for (4-6) years of experience. Apply Now!