Manager- Customer Success - BPO/ITeS

Manager- Customer Success

Must Have's:

1. Strong Communication skills; Good enough for US customers

2. Experience working in Night Shift

3. Experience dealing with US customers

4. Working for a SaaS product

5. Since it is a Manager level role; Must have team management experience; Should have trained/coached people under him/her; Taken care of their Performance appraisals, reviews and achievements etc.

6. Company is based out of Gurgaon (Currently Remote-WFH)

7. Experience: Ideal experience is 8+ years minimum

8. Any full time Graduate will work

Responsibilities:

- Work with / coach your team of CSM's to improve the quality and effectiveness of the customer engagement process.

- Improve the throughput and scalability of the team by finding opportunities to automate and streamline processes.

- Partner with IT, Marketing, Business Systems, Support and other teams to enhance current processes and tools.

- Work closely with the CS Ops and Finance team to identify trends and strategies that will improve the retention & growth of the customers.

- Closely monitor key performance metrics and implement changes that will drive continual improvement.

- Work closely with sales leadership to ensure there is tight alignment between the teams and resolving customer escalations.

- Point of contact for escalation calls for our SMB costumed wd

Requirements:

- Bachelor's/PG degree in an appropriate discipline

- Experience evolving and optimizing people, process and tools

- Expertise managing large complicated accounts and projects at the most senior level

- Experience with account portfolio planning and prioritization

- Capability as a credible and effective consultant/coach at the executive level down in order to facilitate change management

- Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict.