Customer Success Executive/Manager

Job description

We are ERP product company serving thousand of users in 26 cities in India and overseas. We are looking for someone who is well versed in providing Customer Delight by way of timely service, polite handling and responsible behavior towards the queries and difficulties of our customers.

We have a team of 25-30 people in support at present. The candidate should be able to lead such a team using every technology available in the market to improve customer support and customer experience.

Experience:

Proven experience in a customer support or service management role, with 3+ years of experience leading a support team.

Strong leadership and team management skills, with the ability to motivate and inspire team members to deliver exceptional service.

Excellent communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders at all levels.

Analytical mindset with the ability to interpret data and metrics to drive performance improvements.

Proficiency in customer support software and tools (e.g., CRM systems, help desk software).

Strong problem-solving skills and the ability to handle challenging customer situations with tact and diplomacy.

Knowledge of industry best practices in customer support and service delivery.

Roles & Responsibilities:

Provide leadership, guidance, and mentorship to the customer support team, fostering a positive and collaborative work environment. Set clear expectations, delegate tasks effectively, and empower team members to achieve performance goals.

Develop and implement customer service strategies and initiatives to meet or exceed service level agreements (SLAs) and ensure exceptional customer satisfaction. Continuously evaluate and refine support processes to enhance efficiency and effectiveness.

Oversee the resolution of customer inquiries, complaints, and escalations in a timely and professional manner. Handle complex or sensitive customer issues personally, demonstrating empathy and a commitment to resolving issues to the customer's satisfaction.

Monitor key performance indicators (KPIs) and metrics related to customer support operations, such as response time, resolution time, customer satisfaction scores, and first contact resolution rate. Identify trends and areas for improvement and take corrective actions as necessary.

Conduct regular training sessions, performance reviews, and coaching sessions to develop the skills and capabilities of the customer support team. Identify training needs and provide resources to support ongoing professional development.

Collaborate closely with other departments, including sales, product development, and quality assurance, to address customer needs and ensure a seamless customer experience. Provide feedback to relevant stakeholders to drive product improvements and enhancements.

Implement processes for collecting, analyzing, and acting on customer feedback. Leverage customer insights to identify opportunities for service improvement and drive customer loyalty and retention efforts.

Evaluate and implement customer support tools, systems, and technologies to streamline support operations and enhance the customer experience. Ensure that the team is properly trained on the use of these tools and maximize their effectiveness.

Manage the customer support budget effectively, allocating resources efficiently to support departmental objectives while maintaining cost controls.

Qualifications

Bachelor's degree in Business Administration, Marketing, or related field.

6+ years" of customer service

Excellent written and verbal communication skills

Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)

Job Type: Full-time

Schedule:
 Day shift
 Weekend availability

Experience:
 total work: 1 year (Preferred)

Work Location: In person

Speak with the employer
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