Customer Success Manager
Takalam
Total des années d'expérience :13 years, 5 Mois
• Onboarding: Assist clients in getting started with Takalam services, ensuring they understand its features and functionalities.
• Relationship Management: Building and maintaining strong relationships with clients to understand their needs, challenges, and objectives.
• Customer Support: Providing ongoing support to clients addressing their questions, concerns, and issues promptly and effectively.
• Proactive Engagement: Proactively reaching out to clients to ensure they are getting maximum value from our services and identifying opportunities for upselling or cross-selling.
• Retention: Working to retain existing clients by ensuring their satisfaction and addressing any issues or concerns they may have.
• Feedback Collection: Gathering feedback from clients to understand their experiences and areas for improvement and relaying this information to relevant teams within the company.
• Collaboration: Collaborating with cross-functional teams such as sales, product development, and marketing to ensure a coordinated approach to customer success.
• Metrics Tracking: Monitoring key metrics such as customer satisfaction, retention rate, and usage patterns to assess the health of customer accounts and identify areas for improvement.
• Team Leadership: Directly supervise and lead a team of customer service representatives, setting clear expectations and fostering a collaborative team culture.
• Customer Experience Management: Oversee the end-to-end customer experience, ensuring high levels of customer satisfaction through effective problem resolution and service delivery, and Implement strategies to continuously improve the overall customer journey.
• Performance Monitoring: Establish and monitor key performance indicators (KPIs) to assess individual and team performance.
• Training and Coaching: Provide ongoing coaching and support to nurture professional growth.
• Process Optimization: Evaluate and streamline customer service processes to enhance efficiency and effectiveness.
• Escalation Resolution: Address escalated customer issues, collaborating with cross-functional teams to ensure prompt and satisfactory resolution, and Identify root causes and implement preventive measures.
• Technology Utilization: Leverage customer service technologies to optimize workflows and enhance the overall customer experience.
• Cross-Functional Collaboration: Collaborate with other departments, such as Sales, Product Development, and Marketing, to ensure alignment and a unified approach to customer service.
• Quality Assurance: Implement and maintain quality assurance processes to ensure consistency and adherence to service standards.
• Supervision and Support: Provide guidance and support to the customer service team, including monitoring their performance, handling complex customer inquiries, and help when needed.
• Training: Assist in the training and onboarding of new customer service representatives, ensuring they are equipped with the necessary knowledge and skills to excel in their roles.
• Escalated Issues: Handle escalated customer complaints or issues that require a higher level of expertise or authority, working towards a satisfactory resolution.
• Team Communication: Foster effective communication within the team, ensuring that information flows smoothly between junior representatives and management.
• Performance Metrics: Track and report on key performance indicators (KPIs) for the customer service team, such as response times, resolution rates, and customer satisfaction scores.
• Process Improvement: Collaborate with senior supervisors or managers to identify opportunities for process improvement and efficiency in customer service operations.
• Customer Feedback: Gather and analyze customer feedback to identify trends and areas for improvement in the customer service experience.
• Documentation: Maintain accurate records of customer interactions, complaints, resolutions, and other relevant information
• Communication: Promote effective team and management communication.
• Issue Resolution: Handle escalated customer issues professionally to ensure satisfaction.
• Performance Metrics: Analyze KPIs for improved response times and service quality.
• Process Enhancement: Collaborate with management for process enhancements.
• Quality Assurance: Monitor customer interactions, provide feedback for improvement, and ensure policy compliance
• Effectively drive & manage a team to achieve business goals through internal audit & staff feed-back mechanisms
• Managing a team through preset objectives & coaching
• Call Coaching & training staff on telephone etiquettes
• Attending the client’s tailgates, gap closure & revenue sessions on time
• Monitoring Service Quality of the team to ensure Customer Service Standards
• To ensure all the daily, weekly & monthly reports, presentations are prepared within the scheduled deadlines
• Ensure all the system related issues are resolved within the specified timelines & escalated whenever required
• Ensure targets are distributed & duties allocated between team members