Customer Success Manager - Customer Happiness

This is a remote position.
The Manager Customer Success will work closely with the Team Leads - Customer Success/support to improve the overall customer experience and to enhance the working of the internal team members. He/She will be reporting to the Senior Manager - Customer Support and mainly work with them to improve the c-sat score and NPS of the existing clients.
Key Responsibility Area
- Lead the Customer Success Happiness function by training, engaging and developing your team

- Manage the daily activities of Team Leads and below.

- Working on new strategies to improve the overall customer experience, and NPS score.

- Responsible for the overall functioning of the processes including onboarding, feedbacks, ticket response time etc

- Coordinating with the marketing department to strategize ways to increase post-sales interactions with clients.

- Interacting with the Sales team to work on inter-departmental challenges

Key Performance Indicators
- To increase the count of references to 100% per CSM within 6 months

- To reduce the percentage of churn rate to 30% of present churn rate and maintain the same for subsequent months within a year.

- To increase the MRR of the non enterprise clients to 20%

- To increase the product usage

Requirements

- Postgraduate in MBA.

- A customer-focused mindset, putting the customer experience first in every action you take

- Exceptional account management and customer service skills backed up with excellent written and verbal communication skills

- Has been in the leadership role of the similar profile from past 7-10 years

- Experience working in a B2B SaaS based Organisation

- Technically proficient

- Excellent listening skills

- Ability to effectively communicate at all levels of the organization.

- Excellent problem-solving skills

- Extremely process-oriented

- Experience leading, coaching, and empowering your team to do their best work

Originally posted on Himalayas