Customer Success Manager

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