Job Description

We\'re looking for a Customer Growth Territory Manager who can-

- Train customers over the phone and face to face sessions

- Troubleshoot problems and provide solutions

- Effectively plan and execute visits and calls through the team

- Identify and assess customers\' needs to achieve satisfaction

- Provide accurate, valid and complete information by using the right methods and tools in a timely fashion

- Handle complaints, provide appropriate solutions within time limits and follow up to ensure resolution

- Follow communication procedures, guidelines and policies

- Keep records of customer interactions, enquiries and concerns

- Provide timely feedback to the company regarding service issues, bug issues or customer concerns

- Lead team meetings and conduct monthly one on ones with CG team

- Analyze churn and usage data

- Work closely with other geos CG team in to solve problems collaboratively

- Set and drive targets

An ideal candidate for this role is someone who has -

- 3+ years of experience leading customer Growth teams, preferably with technology/FMCG companies.

- Combine technical know how with empathy, patience and strong communication skills.

- You will have experience supporting customers using internet/mobile products.

- Strong communication, leadership and coaching skills.

- Is open and eager to learn.

- You will have a great understanding of and interest in the internet, social media and mobile platforms.

- Familiar with customer support tools and structured way of working based on KPIs.

- Confident dealing with difficult conversations and experience of performance management.

- Must be customer centric and have the ability to adapt/respond to different characters.

- Ability to multitask, prioritize and manage time effectively.

- Is self motivated and can manage change in a positive manner.

IIM Jobs