Customer Success Manager
at ZipLoan
5 - 7 yrs
Best in industry
Remote, Delhi, Gurugram, Noida
Skills
Customer Success
Customer Relationship Management (CRM)
customer experience
Job Description:
1. Create an organisational infrastructure that allows the business to
deliver a consistently excellent experience to all customers
2. Oversee all inbound and outbound communication channels (phone,
email and social media) for quality check.
3. Measure and track Net Promoter Score and build a roadmap to improve
it.
4. Interview potential customers who are dropping out of the application
funnel, find key reasons for such dropout and reduce the dropout
5. Interpret the sources of friction, form customer insights and influence
the customer experience across the entire company through Product,
Marketing, Sales, Service, Legal, and Back-Office
6. Track Social media complaints and answer such queries
7. Lead Voice of the Customer (VOC) research programs that capture both
transactional and strategic feedback and provide actionable operational
input on a routine basis.
8. Demonstrate and foster a sense of urgency and entrepreneurial
commitment towards delivering a WOW experience
Desired Profile:
1. 5 years of relevant experience in Customer Experience Management
2. Strong communication and presentation skills
3. Ability to communicate with all levels of an organization comfortably
4. Prior experience of working with MSME segment would be a plus
5. Prior experience with fintech industry would be a plus
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About ZipLoan
Founded :
2015
Type :
Products & Services
Size :
100-1000
Stage :
Raised funding
About
ZipLoan was set up in 2015 with a mission to ensure easy availability of unsecured Working Capital to small business owners in India. Our technology enabled platform allows us to offer credit in a fast and hassle free manner.
We are solving the fundamental problem of these small business owners i.e. getting easy access to finance when they need it.
Read more
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