Responsibilities : - Scale-out the customer success model for our customers in the corporate Enterprise segment.- Leading a team of Customer Success executives in developing a proactive strategy for the resolution of customer issues and continually delight them.- Responsible for overall customer service delivery & customer engagement process for the corporate(Enterprise) segment.- Institutionalizing/tracking of inbound Metrics.- CSAT and NPS managing and tracking- Works with products and tech teams by leveraging customer insights for prioritization ,resolution and timely delivery of integrations for a portfolio of clients.- Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.- Develop and share best practices with a team of recruiters to continually improve the quality, effectiveness, and efficiency of our processes.- Drive upgrade revenue through increased product adoption and increased usage.- Device a strategy and execute plans to bring back customers who no longer use our services.- Drive and deliver upsell/cross-sell targets in the first two months of onboarding new clients.Requirements:- Bachelor's degree and 8+ Years of experience in a client servicing role.- Should have handled Client Servicing roles in current and recent past roles, preferably from Saas or tech company.- Demonstrated ability and desire to work and excel in a fast-paced environment- Understanding of internet and web applications with a desire to learn new technologies. (ref:updazz.com)
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