Manager/Senior Associate - Customer Success & Retention - Consulting - IIM/ISB/FMS/XLRI

An Opportunity with Quassi, societal organisation.

Mandate : Customer Success and retention

Role Purpose :

This role will span customer support, ongoing customer success and advocacy, with the ultimate goal of delivering a world-class experience .

The Professional would :-

a. devise and lead overall strategy, establish priorities, manage and build best-in-class organization, leverage systems and processes to develop an exemplary customer service organization that would bring in customer delight and fulfilment.

b. be responsible to build, manage and grow a team that handles all customer-oriented activities post-sales (consulting, training, onboarding, technical and non-technical support) for both SMB and enterprise customers.

Responsibilities - 

- Build, train, manage and retain a team of product experts dedicated to delighting our customers.

- Own the Knowledge repository including regular feature updates, review of existing knowledge base etc.

- Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement.

Desired Professional

- Data driven - you know how to measure customer satisfaction continuously

- Feedback oriented - you know feedback from customers is the best way to improve

- Efficiency seeker - you actually try to reduce post-sales efforts by making processes, product and knowledge base efficient

- 4-7 years of experience building and managing a Customer Success in a strategic consulting environment

- Bachelor- s/Master's degree in Engineering, Technology or related field is preferred.

- An MBA from a premier institute

- Proven ability to motivate and focus a team and to develop individuals

- Hands-on experience of implementing technology products

- Enthusiastic and creative leader with the ability to inspire people

- Ability to drive customer renewals and customer success

- Ability to create a performance and metrics focused culture

- Strong oral and written communication skills