- Create and manage nurture streams across email, digital, and direct mail that will progress the leads through various sales stages of the buyer's life cycle from awareness to selection
- Run campaigns for lead management, lead nurturing, lead scoring, and lead routing
- Look at holistic data on leads and customers to evaluate successful strategies and areas for improvement/growth.
- Iterate and optimize campaigns to drive the best possible results
- Work with the Product Marketing team to create and develop content-rich nurturing programs using consumer insights data and marketing automation tools
- Partner with marketing to improve strategy and execution of demand generation efforts
- Collaborate with sales operations on improving and troubleshooting issues with the lead management process
- Develop and maintain nurture reporting methodology, reports and dashboards, including performance metrics for nurture tracks and KPIs for overall program performance
- 5-6 years in Marketing or Sales Operations role
- At least 3+ years of experience managing email campaigns and program implementation
- Strong experience using marketing automation tools is essential
- Deep understanding of lead-to-revenue demand funnels, their characteristics and what causes Leads to move across stages
- Experience in B2B software / SaaS space will be a big advantage
- MBA from a reputed college, preferably in Sales and/or Marketing.
- Excellent English presentation, written, and verbal communication skills, with an eye for quality and relevance
- Strength in collaborating with cross-functional teams, including Product Marketing, Sales and Marketing
- Self-directed, organized team player who is capable of hands-on- execution as well as long term business planning
- Implement email marketing strategies to cultivate leads into new customers (and demonstrate with data).
- Set up and document lead nurturing processes
- Plan and implement trigger-based nurturing programs that target all stages of prospect development
Shubham Vishwakarma
Full Stack Developer - Averlon
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Job Title: Customer Success Manager – Travel / OTA / Contact Centre - BPO
Location: Kochi - India
Department: Customer Service / Operations
Type: Full-Time
Job Summary:
We are seeking a seasoned Customer Succes Manager with proven experience in the travel industry (OTA, Contact Centre - BPO, or travel agency) to lead and enhance our customer support operations. The ideal candidate will bring expertise in customer service frameworks such as Six Sigma, Lean, COPC, or ITIL, and a track record of driving service excellence, process optimization, and team performance.
Key Responsibilities:
- Lead & Manage Customer Service Operations: Oversee day-to-day customer service activities across multiple channels (voice, email, chat, and social), ensuring high levels of customer satisfaction.
- Performance Management: Set KPIs, monitor service levels, and implement performance improvement initiatives.
- Team Leadership: Manage, mentor, and develop a team of supervisors, team leads, and customer service agents.
- Customer Journey & Escalation Handling: Analyze customer touchpoints, resolve escalated issues, and implement corrective actions to improve the customer journey.
- Process Optimization: Use Six Sigma, Lean, or other frameworks to analyze current workflows, eliminate inefficiencies, and drive continuous improvement.
- Training & Quality Assurance: Design and deliver training programs and quality assurance processes to maintain high service standards.
- Technology Integration: Collaborate with IT/Product to deploy and improve CRM, helpdesk, or ticketing systems (e.g., Zendesk, Freshdesk, Salesforce).
- Reporting & Insights: Generate operational reports, identify trends, and present actionable insights to senior management.
- Compliance & SLA Management: Ensure compliance with service level agreements, data protection policies, and regulatory guidelines.
- Customer Feedback Loop: Implement mechanisms to gather and act on customer feedback (CSAT, NPS, etc.).
Requirements:
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- Minimum 5–8 years in a customer service leadership role, preferably within online travel agencies (OTA), traditional travel agencies, or BPOs supporting travel clients.
- Strong understanding of contact centre operations, service recovery, and travel domain KPIs (e.g., PNRs, GDS, refunds, reissues).
- Certification in Six Sigma (Green Belt or higher) or other process improvement frameworks (Lean, COPC, etc.) is a strong advantage.
- Hands-on experience with customer service tools (e.g., Amadeus/Galileo + CRM & ticketing tools).
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- Excellent communication, interpersonal, and conflict-resolution skills.
- Flexible to work in a fast-paced, customer-focused environment, with rotational shift support if needed.
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Elastic Search- Any programming knowledge (Python/ Java/ Scala)
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We stand for educator empowerment where they have absolute command over their class conduction. We at Being Pupil always strive for quality and ease. Being Pupil specializes in facilitating teaching practices for educators in accordance to their ease and techniques. We offer you a unique chance to join our community of educators, stand with us and empower together. Our focus is growth hence we don't believe in stagnation. We are here to cater to your needs and revolutionize the education system.
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CogniTensor is an analytical software company that brings data to the heart of decision-making. CogniTensor leverages its product, DeepOptics - an integrated platform to implement 3A (Automation, Analytics and AI) at scale.
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(Hadoop, HDFS, Kafka, Spark, Hive)
Overall Experience - 8 to 12 years
Relevant exp on Big data - 3+ years in above
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Job location - Chennai / Bangalore /
Notice Period - Immediate joiner / 15-to-20-day Max
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Additional skills (Good to have):
- Experience in Containerization (docker/Heroku)
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Follow CutshortShubham Vishwakarma
Full Stack Developer - Averlon