Velocity - Executive - Customer Success

Senior Customer Success Executive

We are looking for an experienced and technically savvy Senior Customer Success Executive to drive our customer delivery initiatives and maintain ongoing customer relationships. He/she should be able to own and implement customer success programs, contribute to onboarding and training clients as well as providing support.

Job Description :

- Create an organisational infrastructure that allows the business to deliver a consistently excellent experience to all customers

- Oversee all inbound and outbound communication channels (phone,email and social media) for quality check.

- Measure and track Net Promoter Score, Customer Surveys and build a roadmap to improve it.

- Maintain ongoing relationships with customers, contributing to conversions, and minimizing churn

- Provide insights in client-to-business interactions, improve customer experience through product support, and handle customer requests

- Interview potential customers who are dropping out of the application funnel, find key reasons for such dropout and reduce the dropout

- Interpret the sources of friction, form customer insights and influence the Customer Experience Across The Entire Company.

- Track Customer complaints and answer such queries

- Participate in Voice of the Customer (VOC) research programs that capture both transactional and strategic feedback and provide actionable operational input on a routine basis.

- Demonstrate and foster a sense of urgency and entrepreneurial commitment towards delivering a WOW experience

Desired Profile :

- 3-5 years of relevant experience in Customer Experience Management

- Strong communication and presentation skills

- Ability to work in a challenging environment and handle pressure

- Strong oral and written communication skills to deliver information in an easily understood manner. Ability to communicate with all levels of an organization comfortably

- Prior experience of working with e-commerce/D2C segment would be a plus

- Prior experience with fintech industry would be a plus