Manager - HR at SleepyCat
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SleepyCat - Manager - Customer Success (4-10 yrs)
- 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.
- 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.