10/12 Amrita Ghosh
Consultant - Corporate at ABC Consultants

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Senior Manager - Customer Experience - Customer NPS & CSAT - EdTech (7-12 yrs)

Bangalore Job Code: 872010

We are looking for a strong customer experience candidate for an edtech company. This will be a team handling role with strong experience in Customer NPS & CSAT exposure.

KRA's

- Drive growth and data-driven improvement across the engagement and retention funnel to increase revenue through journey building, Customer Engagement and repeat transactions.

- Define and optimize the customer lifecycle, map the customer journey, develop listening points in the journey and create standardized interventions for each point in the journey.

- Increase the lifetime value of the Customer through greater advocacy and reference-ability; serving as a customer advocate in the evolution of client's platform functionality integral to the customer's success.

- Manage your team to develop delivery plans that maximize the customer experience and achieve higher product adoption, customer satisfaction, and overall health scores.

- Measure and report the effectiveness of Customer Success Managers, defining operational metrics for the team.

Candidate Specifications -

- 7 - 12 years of experience in managing Customer Success/Account Management teams with experience of managing large teams

- Outstanding business consulting skills (forging relationships with senior-level stakeholders; understanding business goals, strategic plans, metrics, and challenges; collaborating on solutions)

Women-friendly workplace:

Maternity and Paternity Benefits

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