Director of Customer Engagement

JOB DESCRIPTION / ROLES & RESPONSIBILITY

Job Title
Customer Experience Champion

Location
Chennai, Mumbai, New Delhi, Kolkata, Hyderabad, Bangalore

Salary
INR 4,00,000 – 5,00,000 per annum

Position Summary

As a Customer Experience Champion, you will work as part of SunEdison’s Customer Experience team. This role requires a results-focused individual who can liaise with our Customer Experience, Sales and Operations teams. Further, supporting the Sales teams, to deliver high-quality service to SunEdison’s clients. This position is created for calling active and budding clients to encourage understanding of our product. Addressing clients' uncertainties, grievances, and suggestions on time. Noting important details of each conversation. Must be comfortable in presenting products or services over the phone as well as dealing with doubts. If you have a passion for delivering measurable results and client success, we want to hear from you.

The Objectives of this role include

• Directly leads all aspects of a team of a max of 10 Individual Contributors including the sales team, operations team and customer experience specialists.
• Partner closely with Sales and Operations Team in their respective region
• Ensure timely submission and follow-up on all call information submitted across businesses
• Arrange Client meetings with the Sales Team
• The goal is to help the company grow by bringing in customers and developing business
• Correspondence to clients like clarifications, queries, and other details about our business
• Convincing customers to close the lead and grow the business
• Follow up with the client, may include site visit as well
• Relationship management
• Drive to engage clients on new products and features
• Understanding customer journey thoroughly
• Coordinating customer requests with internal stakeholders (ops team, survey team)
• Coordinating customer’s requests with external stakeholders (Distribution Companies, etc)

Position Responsibility

• Contact potential or existing customers to inform them about a product or service using scripts
• Answer questions about products or the company and ask questions to understand customer requirements to close sales
• Handle grievances to preserve the company’s reputation
• Go the “extra mile” to meet sales quota and facilitate future sales
• Keep records of calls and sales and note useful information
• Directly communicating between the Client and SunEdison’s team and performance management
• Manage and coordinate inter-team-members relationships
• Team level Key Performance Indicators
• Bridge the gap between client, sales team and operations team for Solar Panels
• Noting down customer requests exhaustively
• Ultimate focus on delighting the customer
• Pulling in the relevant subject matter expert in their conversation with the customer as and when required.
• Ensuring all teams deliver to customers in their respective TAT

Position Experience

• Minimum 1-3 years of relevant experience, preferably worked in a BPO Industry, Energy Sector, B2C relationship management, customer service (servicing internal or external customers), consumer-facing sales organization handling inbound & outbound calls, CRM systems.

Position Academic Qualification

• Graduation in any discipline.

Desired Technical Skills

• MS Excel tools and Basic CRM Tools
  
  

Desired Soft Skills

• Should have attention to detail
• Communication Skills (Verbal and Written)
• Interpersonal Skills
• Analytical & Problem-Solving Skills
  
  

Language Proficiency

• English- Must Have
• Hindi/Bengali/Telugu/Assamese/Gujarati/Kannada/Marathi – Good to have

About the company

Extramarks is a leading educational - technology company, creating student-friendly digital learning solutions and keeping pace with globalization and technology in education. We have been in the market for the last 13 years operating different verticals PAN India. We provide education learning techniques across India, Singapore, Kuwait, UAE and South Africa. We at Extramarks are looking for Customer Relations Executives tasked with leading a team of executives and maintaining fruitful relations with our existing customers. The priority is to assist the organization to acquire new customers, and to maintain a good relationship with our existing ones. This means effective business development and customer relations executives are in massive demand in nearly every job sector there is including business to business, business to customer and even non –profit organizations.

About the role

The role being offered is Customer Relations Executive for B2C segment. As a Customer relations executive, you will be required to maintain continuous contacts with our existing customers and ensure the highest level of Engagement score.

Location

Noida, India

Roles and responsibilities

1. Keep abreast with Extramarks latest offerings and best practices
2. Ensure smooth onboarding of the user/customer, and tell them about the features of the product for better engagement of the Customer
3. Maintain and strengthen relationship with existing customers
4. Collaborate with the support team (technical and academic) to address customer queries
5. Conducting in-depth needs assessments to better understand each customer’s requirements to ensure highest satisfaction and Higher Utlization of the Application
6. Prompting clients to upgrade their existing packages and to purchase additional offerings.
7. Harnessing relationships to generate leads from referrals to maximize our profits.
8. Ensuring a good renewal rate of the subscribed packages
9. Retain customers who raised an issue for refund/cancellation

Selection process

There are two rounds for the selection process:

➢ PI - 1st Round

➢ PI - 2nd Round

Expectation

• B.E. / B.Tech, MBA, PGDM, Or Any Graduate/Post Graduate
• Excellent interpersonal and communication skills

HOW TO APPLY

Click here - https://vantagecircle.kekahire.com/jobdetails/11656


ABOUT THE ROLE 

Are you an energetic, motivated, and articulate team player who is passionate about Client Success and Customer Experience?

If so, you might be the perfect candidate we are looking for!

We are looking for a Client Success Specialist, who will be responsible for building and maintaining relationships with our US clients. You will be the point of contact for client matters, anticipate the client’s needs, ensure deadlines for the client are met. In this role, you will liaise with cross-functional internal teams (including Customer Support and Product Development departments) to improve the entire Customer Experience.

RESPONSIBILITIES

• Develop and maintain strategic long-term trusting relationships with clients to accomplish organic growth and long-term company objectives
• Develop a complete understanding of the client’s needs and requirements
• Expand the relationships with existing clients by continuously proposing solutions that meet their objectives
• Resolve client issues and complaints and anticipate account changes and improvements.
• Manage communications between key clients and internal teams across Geographies
• Collaborating with the sales team to maximize profit by up-selling or cross-selling
• Establish and oversee budgets with the client and company.
• Prepare reports on account status and distribute them within or outside of the team
• Collaborate with the sales team to identify and grow opportunities within assigned groups of Clients 
• Assist with challenging client requests or issue escalations as needed

REQUIREMENTS 

• Relevant work experience of 4 to 5 years in Enterprise Sales, Key Account, Customer Success.
• Excellent verbal and written communication skills.
• Prior working experience in US shifts and US clients will be an added advantage.
• Expertise in conducting periodic health checks with existing Clients through meetings and analyzing dashboards.
• Proven ability to juggle multiple Client Success projects at a time, while maintaining sharp attention to detail.
• Problem-solving, Analytical skills with logical thinking, Goal-oriented, organized team player, self-motivated, and self-directed.
• Excellent interpersonal relationship skills along with networking and negotiation skills.
• Able to analyze data and team statistics and translate results into better solutions.
• Solid experience with CRM software (e.g. Salesforce, Zoho CRM or HubSpot, Pardot, or similar).
• Strong negotiation skills, with the ability to follow through on client contracts.
• Proven results of delivering client solutions and being an advocate for the Client.