Simplilearn.com - Manager - Customer Learning Experience

Roles and Responsibilities:

- Own overall relationship with customers, which includes increasing adoption, ensuring retention and satisfaction through scalable process

- Own end to end customer experience and net promoter score

- Innovate and implement scalable process to handhold clients throughout their journey

- Report and provide continued support

- Report customer needs/issues cross-departmentally.

- Manage escalations

- Contribute to the overall product roadmap by closely monitoring and understanding customer feedback

- Analyze the product performance against customer feedback and maintain product quality

- Develop strategies to enhance decision making.

- Perform complex data analysis to identify opportunities and set priorities for various operations metrics.

- Show strong commitment towards goals and outcomes to ensure completion within established timeframes.

- Apply skills to resolve complex situations through proactive actions and client interfacing skills

- Be responsible for effective communication and escalation management

- Guide and manage a high-performance team

Requirements

- 7+ years of experience in Customer Success or similar roles involved in increasing customer satisfaction

- Prior experience in Training and Education is desirable.

- Familiar with working on B2C customers and escalation management

- Very good written and verbal communication skills.

- Detail-oriented and analytical.

- Strong team player and a self-starter.

- Thrives in a multi-tasking environment and can adjust priorities on-the-fly.

- Strong cross-functional and team-building skills with an ability to foster creativity, innovation, and integrity within and across multicultural teams

- Customer-oriented

- Working exposure in rotational schedules

Technical Requirements

- Degree in computer engineering

- Knowledge Data and AI domain Ability to relate and understand Python, R and related data science programming language

- Experience in managing B2C customer support and operations in EdTech, SaaS, CRM domains

- Knowledge of Salesforce and Intermediate MS Excel Skills