Customer Success Senior Executive
Posted on :
23-02-2024
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
23-02-2024
Job Description
Req ID : 2556260
- Improve customer service experience, create engaged customers and facilitate organic growth
- Take ownership of customers issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission
- Develop service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Analyse statistics and compile accurate reports
- Recruit, mentor and develop customer service agents and nurture an environment where
they can excel through encouragement and empowerment - Keep ahead of industry’s developments and apply best practices to areas of improvement
- Control resources and utilise assets to achieve qualitative and quantitative targets
- Adhere to and manage the approved budget
- Maintain an orderly workflow according to priorities
- Act as a Techno-Functional Consultant and maximize adoption of Zimyo HRMS
- Assist & train Customers to implement their process and help them to resolve their support
queries - Increase overall retention and do in-depth analysis to create up-sell/cross-sell opportunities
- Customer onboarding, training, and support
- Making customers aware of resources such as knowledgebase articles, tutorials, how-to
videos and webinars - Gathering customer feedback and sharing it internally to improve the product and/or
establish better Customer Support practices - Analyzing customer data and helping them discover aspects of the product that are most
beneficial to them - Carrying out periodic health checks to avoid churn
- Firefighting during account escalations
- Account management and renewals
- Keeping customers updated on changes to the product they’re using, new features and new
products they might find useful - Encouraging customer advocacy through internal NPS surveys, external reviews, case
studies, testimonials, and referrals
Employment Type
8
Company Industry
Information Technology(IT)
Department / Functional Area
Customer Success
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