22/02 Team Primo
HR Executive at Primo Hiring

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Manager - Customer Service - IT (1-3 yrs)

Delhi Job Code: 668190

We are looking for an experienced Customer Service Manager to provide excellent customer service and to promote this idea throughout the organisation. Your expected to build long lasting customer relationship that create deep customer satisfaction and product adoption.

Responsibilities:

- Build and maintain relationships with our customers with empathy, timeliness, and transparency

- Improve customer service experience, create engaged customers and facilitate organic growth

- Take ownership of customers issues and follow problems through to resolution

- Increase renewal rates and reduce churn

- Opportunity identification to partner with Sales for Cross-sell/Up-sell

- Influence future lifetime value through higher product adoption and overall health scores

- Drive new business growth through greater advocacy and reference-ability

- Operational excellence, including timely consumption engagement management, renewal enablement, and high-quality reporting and insights.

- Sales around cross-sell, up-sell, and on selling with a retention focus

- Marketing around marketing to existing clients.

- Product around driving product roadmap

- Maintain an orderly workflow according to priorities

Qualifications:

- 1+ years experience in customer-facing organisations, preferably enterprise technology in customer success

- Working knowledge of customer service software, databases and tools

- Strong empathy for customers AND passion for revenue and growth

- Deep understanding of value drivers in recurring revenue business models

- Excellent communication and presentation skills

- Ability to manage influence through persuasion, negotiation, and consensus building

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