Manager - Customer Success - BPO
Posted 6 days ago
Posted 6 days ago
Manager - Customer Success ready to work in US Shift
A prestigious client of Innoquest Consulting, a service-based company in Hyderabad, is looking for a Manager of Customer Success who is ready to work in the US shift.
Role Overview:
As the Manager - Customer Success, you will be responsible for leading a team of Customer Success professionals dedicated to ensuring the satisfaction and retention of our US-based clients. This role involves managing client relationships, proactively identifying opportunities for growth, and collaborating with internal teams to deliver exceptional service. You will be the primary point of contact for key stakeholders, ensuring their needs are met and that they realize the full value of our services. This role requires working in US shift timings.
Key Responsibilities:
- Lead and mentor a team of Customer Success professionals, providing guidance and support to achieve individual and team goals.
- Develop and implement customer success strategies to improve client retention and satisfaction.
- Manage key client relationships, serving as the primary point of contact and building strong, long-lasting partnerships.
- Proactively identify opportunities to expand services and generate revenue growth within existing client accounts.
- Collaborate with internal teams, including operations, sales, and product development, to ensure seamless service delivery and address client needs effectively.
- Monitor and analyze customer feedback and performance metrics to identify areas for improvement and implement corrective actions.
- Conduct regular business reviews with clients to discuss performance, identify challenges, and develop solutions.
- Ensure adherence to service level agreements (SLAs) and quality standards.
- Resolve escalated client issues in a timely and effective manner.
Required Skillset:
- Demonstrated ability to lead and motivate a team of Customer Success professionals in a BPO environment.
- Proven expertise in developing and implementing customer success strategies that drive retention and growth.
- Exceptional communication, interpersonal, and presentation skills, with the ability to effectively interact with clients at all levels.
- Strong account management skills, with a track record of building and maintaining successful client relationships.
- Deep understanding of customer service principles and best practices.
- Ability to analyze data and identify trends to improve customer satisfaction and performance.
- Experience in stakeholder management, with the ability to influence and collaborate with internal and external partners.
- Adaptability to work in US shift timings.
- Bachelor's degree in a relevant field.
- 10-15 years of relevant experience in Customer Success, Account Management, or a related field within the BPO industry.
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