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Customer Success Manager - Junior / Senior

 Mumbai / Kolkata  3  NT-134

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Job Details

Company A Digital Payment Solution Company
Position Customer Success Manager - Junior / Senior
Required Experience 3-8 Years
CTC Best in the industry
Location Mumbai / Kolkata
Job Code NT-134
Posted On 02 Feb 2021
Application Deadline 10 May 2021

Skills


Skills and Experience we are looking for -

  • 3 years - 5 years’ experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
  • Familiarity working with clients of all sizes.
  • Flexibility to adapt with the demands of the business
  • Excellent verbal and written communication skills
  • Experience working with clients in the technology or SaaS industry is preferred.

Description


Your Roles and Responsibilities:

  • Customer (Bank) management – Own overall relationship with the assigned clients, which includes managing TAT’s, Queries & escalations on priority with appropriate solutions & CAPA, develop strategies and planning for high levels of customer satisfaction.
  • Vendor management – Oversee Vendors Coordinator; Ensuring calls allocated to the vendors in the regions are completed within the defined TAT & Process adherence (test transaction/training etc).
  • Escalation management – Prompt response on mails & reverts on calls/messages by the stakeholders - Ground Level (Business Mngr., District Level)
  • Daily calls with regional team & vendor team on the plan of action for the day & identifying areas of challenge to prevent deviation and provide possible solutions to the team to complete the tasks.
  • Ensure daily communication with the stakeholders to understand the requirements and deliver accordingly.
  • Review the stock levels on daily/weekly basis with the team to ensure stock readiness at any point and coordinate with central team & SCM team.
  • Identify and develop new opportunities for expansion across the customer’s business – upsell, cross sell and generate referrals. Also collaborate with the sales team to ensure subscription growth and increased solution footprint.

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