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