Customer Success Manager (Customer experience/ CSAT)
- Qualitykiosk
- 3 - 8 years
- Mumbai
- 2 months ago
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Job Description
Role & responsibilities :
- Need to manage the CSAT across India and Overseas Customers
- Arrange F2F meetings with customer spocs for the clients and their projects to gather CSAT feedback
- Collect customer feedback and share with internal stakeholders such as delivery, sales, HRM, RAG etc.
- The actionable received through customer feedback need to be tracked in the portal with their respective stakeholders.
- Track and analyse customer feedback and suggest improvements internally based on the insights gathered.
- Strong in client interaction and communication skills
- Coordinate and collaborate across multiple internal stakeholders like delivery, sales, HR etc.
- Proactively maintain regular connect with the key clients to their feedbacks.
- Effectively manage the clients for which the feedbacks are taken, regular updates to them on the progress
- Execute online survey Quarterly/Half-yearly and the feedbacks received need to circulate with stakeholders and track till closure.
- Gather closure feedback from the customers.
- Feedback status reports create maintain and circulate with BUs at the set frequency.
- Maintain good relationship with the client.
- Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries
- Conduct studies and research to discover new techniques necessary for improving customer experience
- Regular communication with internal stakeholders and customer facing teams to identify any issues customer is facing related to the services
- Raising red flags whenever their issue in deliverables and needs correction to ensure the customer has seamless experience with the company
Preferred candidate profile
- 5 to 10 years experience in customer experience/CSAT domain
- Should have industry experience in CEM
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success ManagerEmployement Type: Full timeContact Details:
Company: QualitykioskLocation(s): Mumbai+ View Contact
Keyskills: Net Promoter Score CSAT Customer Experience Customer Satisfaction Customer Engagement
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₹ -6 Lacs P.A
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