Chat

iimjobs

jobseeker Logo
Now Apply on the Go!
Download iimjobs Jobseeker App and get a seamless experience for your job-hunting
14/10 Chinnapa
Manager at Velocity.in

Views:234 Applications:46 Rec. Actions:Recruiter Actions:23

Velocity - Executive - Customer Success (3-5 yrs)

Bangalore Job Code: 991905

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

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

Add a note
Something suspicious? Report this job posting.