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22/04 Rhea Modi
Manager - HR at SleepyCat

Views:564 Applications:171 Rec. Actions:Recruiter Actions:2

SleepyCat - Manager - Customer Success (4-10 yrs)

Mumbai Job Code: 917201

Responsibilities:

- Measure customer success team's performance on regular basis and implement any changes required to make processes more efficient

- Monitor & track customer complaint/query resolution time, customer satisfaction, number of customers onboarded and set processes to improve it on regular basis

- Manage the customer success inbound and outbound team

- Build a strategy around so as to what can be done to ensure the quality standards of consulting & services to customers are maintained/improved.

- Team Management - Be both a source of leadership and a resource, providing a range of support for our growing business

- Strong analytical skills - Data driven, can use CRM tools to optimize

What we're looking for:

1) 4 - 10 years of B2C experience within the customer service/ management space.

2) Must have managed a team of customer service individuals.

3) Set KPI/ KRA's for the team and ensure high customer satisfaction.

4) Data-focused individual with great analytical skills to suggest strategic solutions to increase customer satisfaction.

Requirements:

- Very pleasing personality

- Somebody who can gel up well in the culture

- Warm Approach to the B2B and B2C customers

What's in it for you?

- You get to drive the D2C revolution in India.

- Greater responsibility and hence faster learning.

- Great peers, you can learn from.

Women-friendly workplace:

Maternity and Paternity Benefits

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