Velocity

Job seekers for Senior Customer Success Manager

Job Location:  Bangalore
Job Description:  SkillSet: sales, customer service, customer relations, marketing, onboarding.

We are looking for an experienced and tech savvy Senior Customer Success Manager to drive our exemplary customer experience. You will own customer success initiatives across the customer lifecycle that includes onboarding, communications and support throughout the lifecycle.
Responsibilities -
- Interpret the sources of friction across the customer lifecycle, form actionable insights, and influence the teams across the organization with a sense of urgency and entrepreneurial commitment to eliminate such friction points.
- Oversee all inbound and outbound customer communications (phone, email, and social media) for quality check
- Track and respond to customer complaints and escalations
- Interview potential customers who drop out and propose initiatives for sales to reduce the dropout across sales funnel
- Participate in Voice of the Customer (VOC) research programs that capture both transactional and strategic feedback and provide actionable inputs to the teams
Experience/skills
- 5 -7 years of relevant experience in managing Customer Experience from Ecommerce Industry
- Strong communication and presentation skills
- Ability to lead teams in a fast moving startup environment
- Ability to effectively communicate with all levels of the organization
- Prior experience with consumer tech industry and working on Freshdesk would be a plus

,
Functional Area:  General / Other Software
Experience:  5 - 8 years
Qualification:  ("Graduation in any field")
Salary:  7 Lakh to 12 Lakh INR
 
Velocity
Job Ad publication date: 17 Aug 2022  

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