HR Recruiter at HT Media Ltd.
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Hindustan Times - Head - Customer Success - Retail Domain (12-15 yrs)
Customer Success Head - Retail
Responsibilities :
- Build and scale out the Customer Success model for our customers in corporate retail segment(PAN India)
- Leading a team of Customer Success Managers in developing pro-active strategy for resolution of customer issues, and continually delight them.
- Responsible for overall Customer Service Delivery & Customer Engagement Process for Corporate (Retail) Segment.
- Should be an expert in educating customers on production adoption, usage and benefits.
- Institutionalizing/Tracking of Inbound Metrics
- CSAT and NPS managing and tracking.
- Works with product and tech teams by leveraging the customer insights for prioritization, resolution and timely delivery of integrations for a portfolio of clients
- Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
- Drive upgrade revenue through increased product adoption and increased usage
- Identify prime targets for Upsell/Cross sell and engage sales team to execute on those opportunities
Requirements :
- Bachelor's degree/P.G and 12-15 years of experience in a client servicing role with at least 3 years in Customer Success role
- Must be from Staffing, HR Tech, HR services companies
- Should have managed large teams as a vertical head in Customer Success domain
- Demonstrated ability and desire to work and excel in fast-paced environment
- Understanding of Internet and web applications with a desire learn new technologies
- Proficiency in MS Office
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