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Team Lead - Customer Success

Mangalore, Karnataka

Action India Pvt. Ltd

Job Description

Lead a fast growing team of passionate professionals who handle & manage all the social media accounts allotted and conquer challenging problems every day
Interact with customers to understand issues and provide solutions by leveraging your technical and managerial skills
Deliver an extraordinary customer/ partner experience in every interaction across the support &development lifecycle
Maintain high levels of customer engagement (including on site meetings) with a focus on customer satisfaction and loyalty.
Proactively driving the team to ideate and execute
Manage the work practicing Agile methodologies, timely deliveries, resolve work blockages and assist team members in troubleshooting
Keep customers & stakeholders informed and manage their expectations throughout the lifecycle
Understanding of Social Media / CRM, campaigns and marketing to effectively create customer driven, targeted campaigns on Social Media and other online platforms to ensure the highest quality output for customers
Project Management / Campaign Management tool experience
Drive a culture of learning and accountability within the team, maximizing team efficiency
Mentor, train, hire, and help develop the skills of the team
Monitor complaint trends and map them to existing process, applications and device action plans to improve customers experience.
Understand our solutions Why is our product important to customers!
Build a set of key performance indicators (KPIs), best practices, knowledge base and company business processes that align to a world class customer experience;
Partner with internal departments to engage both potential customers and existing customers to ensure that every touch point, including phone, email, website, social media and face to face deliver a superior customer experience.
Interact and build relationships with the product management and account management teams, including the design of business processes that align to customer success.

Required Skills
3-5 yrs of experience; atleast 3+ years relevant work experience in a customer-facing, customer success, account management or strategic consulting organization.
SaaS experience a benefit
Prior experience in handling 3-4 member team
Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and
adoption
Diplomacy, tact, and poise under pressure when working through customer issues
Excellent personal presentation and communication skills & strong client servicing skills
Strong analytical, technical and mathematical abilities
Experience of dealing with customer and or transactional data sets in the Hospitality/retailmarket
Ability for ideating and creating targeted buckets and modifying the questionnaire to create additional data buckets
Prioritizes workload and meets deadlines for a variety of marketing & "deliverables.

Company Description

Cross Roads India Assistance, India’s first and largest road side repair assistance service... provider. Established in 1999, we have by our side 13 years of ground fleet management experience. We attend to over 1100 road side repairs every day and had so far handled over 1.5 Mn road side repairs. We are also recognised as a critical service provider under social security category hence we have been allotted with a four digit number 1922 for the safety of the general motorist.  Read full description

Additional Information

Last updated:
28/10/2017
Job type:
Full time
Position type:
Permanent
Vacancies:
1
Minimum experience:
Between three and five years
Education:
Compulsory Education
Category:
Jobs in Customer Service / Call Centre / Operations / Data Entry
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