Customer Retention Jobs in Bangalore (Bengaluru)

The primary accountability of Clients Relations Manager is to ensure the highest standard of service to the clients. S/he would be in continuous contact with the clients via emails, calls, meets, etc. S/he would be the first point of contact between the clients and EV and hence responsible to improve customer experience and strengthen the relationship between us.

To be an effective team member, you’re amazing at:

• communication – all kinds and all directions
• solving problems
• working independently to a high quality
• prioritising intelligently

Key accountabilities:

• Build long-term relationships with key clients.
• Identify customers’ needs and wants and address their concerns in a timely manner.
• Responsible for all client communications, conflict resolution, and compliance on client deliverables.
• Reviews all major deliverables (i.e. strategic brief, function spec, tech spec, etc.) to ensure quality standards and client expectations are met.
• Gain enough knowledge of their business requirements to be able to make recommendations as to best working practices.
• Provides regular two-way communication between the client and operations team, to provide strong team representation and set proper client expectations.
• Collaborate with internal teams and mastermind creative ways to deliver an exceptional client experience.

Essential skills:

• 3+ years prior experience in customer facing roles
• Proven experience in a leadership role is required
• Excellent communication skills and the ability to anticipate the needs of customers
• Past experience in CRM is a must.
• Should have experience with CRM tools.
• Project management - managing timelines, quality assurance
• Superb communication skills including an excellent standard of spoken and written English
• A positive, can-do attitude with high level of initiative and is curious and never settles for the easy way out
• Ability to perform well under pressure and multi-task
• Experience of using Excel and Word
• Sales and customer-service oriente

Role Brief :

You will be maintaining and enriching Signzy’s relationships with its clientele. You will be responsible for maintaining long term relationships with customers. And be in charge of finding new business, be assigned prospects, given accounts, or a combination thereof.

What You will do :

• Alerting the sales team to opportunities for further sales within key clients

• Generate sales among client accounts, including up-selling and cross-selling 

• Operates as the point of contact for assigned customers  

• Makes sure clients receive requested Signzy products and services in a timely fashion

• Conducting business reviews to ensure clients are satisfied with Signzy products and services 

• Communicates client needs and demands to senior management 

• Keep records of client transactions and forecasts and tracks client account metrics 

• Manage projects within client relationships, working to carry out client goals while meeting company goals 

• Coordinate with internal cross-functional teams to ensure consistent service to multiple clients concurrently, often meeting deadlines 

• Study competition to find new ways to retain customers 

Scope and impact :

• Product and service consultant for clients 

• Working with multiple Business Units

• Brings together and collaborates with cross-functional teams and execute new additions and  high-impact transformational initiatives 

What we are Looking For :

• Must have excellent organisational skills, attention to detail and the ability to prioritise in a changing environment. 

• Excellent communication and negotiation skills 

• Ability to work well with a team 

• A customer-oriented attitude that drives results & achieves high levels of customer satisfaction

• Proactive problem prevention and issue resolution ability. 

• Communicates effectively-tailored messages appropriately to various stakeholders

Experience :

• 2-3 years of experience in a client-facing or an Account Management role

• Knowledge of the BFSI industry

Why Signzy :
We are inviting you to be a part of a well funded growing startup that is on a mission to create a global digital trust system with the help of technology and AI. Our mission is built alongside the pillars of respect, empathy and appreciation for our Signzy team. We are firm believers in team effort and collaboration. At Signzy, our leaders and managers provide ample room for growth by giving equal opportunity to everyone.

About us:

TransportSimple is a SaaS-based company with more than 17 years of industry experience. TransportSimple is a four-year-old startup incubated at NSRCEL (IIM-B), NASSCOM and AIC Nalanda (StartupOdisha).

We provide enterprise solutions for vehicle owners and transporters to manage operations and accounts quickly. Now the stakeholders get empowered with the granular detail of their business to reduce downtime, malpractice, maintenance expense, human resources, track inventory, trips, handle accounts, etc.

We are looking for aspiring and enthusiastic Customer Success Specialists to grow with us!

The candidate’s day-to-day activities include but are not limited to:

• Customer Success Specialists are the voice of our customers at TransportSimple. As a Customer Success Specialist, you will play a definitive role in impacting the customer's experience by facilitating onboarding, adoption and usage.
• You will be responsible for obtaining and maintaining long-term key customers by comprehending their requirements and working with internal teams to cater to their needs and expectations.
• This role offers exciting opportunities to interact with some senior industry leaders and build long-lasting customer relationships that create deep customer satisfaction and product adoption.
• Go for the extra mile, by not only solving their issues but delighting them with your simple, efficient, and caring communication.
• Act as a bridge between customers and internal product/tech teams to manage expectations and gather requirements.
• Documentation: Maintain accurate, high-quality, and timely documentation of implementation steps and activities for internal and external partners.
• Calling customers to take feedback on product and seller experience and update CRM with clear notes post the call to record customer feedback.
• Handling international leads through the sales process, from conducting online demo sessions to getting them on TransportSimple journey and upselling. 

Requirements and Qualifications:

• Comfortable working in a highly visible role
• Exceptional analytical and problem-solving skills
• Honest, ethical, and dependable
• Positive, go-getter attitude
• Attentive listener; understanding, empathetic, and personable
• Bachelor’s Degree in human resources, business administration, finance, or a related field
• Computer proficiency in Microsoft Suite.
• A proven leader with strong interpersonal skills, keen to motivate and effectively educate and connect with clients.

• Accurately recording details of customers’ purchase orders.
• Processing all customer purchases accordingly.
• Generating promising leads to pursue.
• Managing customer accounts by ensuring that existing customers remain satisfied with the company's services.
• Developing and sustaining solid relationships with customers to encourage repeat business.
• Understanding in-depth knowledge to make suitable recommendations based on customers' needs and preferences.
• Continually meeting or exceeding daily and monthly targets with respect to call volume and sales.

• Conduct market research to identify selling possibilities and evaluate customer needs
• Actively seek out new sales opportunities through cold calling, networking and social media.
• Set up meetings with potential clients and listen to their wishes and concerns
• Prepare and deliver appropriate presentations on products and services
• Create frequent reviews and reports with sales and financial data and present them to your managers
• Participate on behalf of the company in exhibitions or conferences
• Negotiate/close deals and handle complaints or objections
• Collaborate with team members to achieve better results
• Gather feedback from customers or prospects and share it with internal teams

• Proven experience as a Business Development Executive or freshers is also welcomed.
• Proficiency in English
• Hands-on experience with CRM software is a plus
• Thorough understanding of marketing and negotiating techniques
• Fast learner and passion for sales
• Self-motivated with a results-driven approach
• Aptitude in delivering attractive presentations

• Lead the development of our User segmentation, User journey and retention strategies using data-driven approaches.
• Plan and execute CRM campaigns that will increase DAUs, WAUs & MAUs across multiple channels, platforms and products.
• Leads analysis of the customer lifecycle to identify different consumer cohorts (high performing, at-risk cohorts etc), understand their motivations and develop incentive & rewards schemes that drive ARPUs.
• Design new functions and workflow to improve customer experience and drive the growth of customer value
• Collaborate with cross-functional teams to improve the product, value proposition and drive growth.

(Only Female Candidates Preffered)
About Proactive For Her

Proactive For Her is a women's healthcare early-stage start-up founded by Achitha Jacob (ex-HBS, DaVita and Kearney). A digital clinic for women, Proactive For Her, offers accessible, personalised and confidential healthcare solutions for women's out-patient health concerns across life stages - from puberty to menopause ( https://www.proactiveforher.com/ ).

• Location: Bangalore
• Work hours: 9 am to 7 pm
• Full-time opportunity (Monday to Saturday)

Note: Saturdays will be work from home.

Qualifications

• Masters in Marketing / Business Administration or related field.
• You have prior experience in a similar role with a solid track record of success

Requirements

• You have strong experience in Growth Hacking, Social Media/ Viral Marketing, managing demand generation & the customer acquisition funnel and performance marketing.
• You have good knowledge of Campaign Management Tools (e.g., Active Campaign), and Web Analytics Tools (e.g., Google Analytics).   
• You are highly goal driven and work well in fast paced environments
• You possess strong analytical skills and are comfortable dealing with numerical data    
• Knowledge of SEO and PPC advertising methods
• You have excellent communication & interpersonal skills
• You are adept at building relationships and liaising with multiple stakeholders and thrive in matrix environments 

      Role

You will be responsible for taking a look at customer growth, acquisition, and activation. Furthermore, you are going to play a role in customer retention and up-selling (the process of selling existing customers additional products or services).

• Lead a team to create and implement strategic marketing initiatives across various marketing functions including performance marketing, events, social media marketing, product marketing and partnerships   
• Create and implement the marketing plan in line with overall business objectives while striking a balance between longer-term strategic brand building activities, mid-term lead generation and nurturing, as well as quick wins to achieve targets     
• Using data and analytics for decision making and measuring marketing effectiveness as well as creating a culture of structured experimentation and iteration to drive growth    
• Ensuring consistent messaging that is aligned with the brand   
• Building win-win relationships with new and existing partners 
• Manage the marketing budget to drive sustainable bottom-line growth

Desired Candidate Profile

• 3+ years of overall experience in marketing (Must have worked either in Ecommerce, Edtech, Healthtech, Fintech or any other B2C app based company)
• 2+ years of experience in engagement & retention domain
• 1+ year experience of working on engagement & retention tools like WebEngage/ MoEngage/ CleverTap is a big plus
• Excellent analytical skills and a high degree of business acumen
• Strong organizational, communication and presentation skills
• Proven ability in handling concurrent projects with attention to detail and accuracy
• Understanding of Google Analytics and AppsFlyer (Mixpanel knowledge is a big plus)    

• Deploy daily campaigns and triggered flows to a combined audience for key channels - email, SMS and push notifications. Execute A/B tests to optimize campaigns for revenue and engagement.
• Oversee and optimize marketing automation strategies to drive customer retention and sales, including lifecycle emails, personalized triggers, and daily campaigns.
• Maintain, publish, and optimize regular (daily, weekly, monthly, quarterly) reports  that track channel and customer-level performance.
• Provide regular reporting and analysis on campaign performance with clear direction to the team on what they can try to do differently to drive increased performance.
• Translate reporting insights into recommendations for the marketing team and cross-functional partners on how to drive sales and increase customer performance and LTV.
• Define and implement the testing agenda for campaigns and automation flows including segmentation, messaging, frequency, send day/time, personalization, etc.
• Manage promotional codes calendar, including sharing promo codes with our affiliate partners, making sure the team is aware of the promotional strategy and that it is implemented across channels.
• Develop new segmentation and targeting strategies based on customer data and business needs.
• Develop customer-facing tests to maximize customer engagement and lifetime value.
• Support project scoping to grow available data and assist with data migration between systems, as well as checking for data quality/integrity.
• Monitor competitive landscape to identify industry trends and best practices
• Analysing customer behaviour and developing aggressive retention strategies.

• Engage with our clients primarily through email, phone, or our ticketing system
• Understand client needs and tackle problems
• Think creatively about technical issues and find ways to change showstoppers into positive ways forward
• Work closely with internal teams and external partners to deep dive on a customer request or Issue to provider resolution within SLA.
• Manage workflow using our systems to ensure nothing falls to the bottom of the to-do list
• Keep current on product releases and updates
• Share the knowledge among your fellow trouble-shooters and create knowledge articles when necessary
• Support Customers working with Migration teams on Data Migrations to our Platform.
• Work on migrating sensitive customer data from a third-party investment platform or Excel to SyndicationPro with minimal supervision.
• Understand the client’s needs and set up the SyndicationPro platform to meet customer expectations.
  
   

• A passion for solving problems.
• A way with words that makes technical topics easy to understand
• A keen eye for getting to the root cause of an issue
• A love of helping people
• An ability to manage multiple needs and keep them all on track
• A strong ethos towards helping the team win
• Prior experience in SaaS environments
• Experience with MS Office and data programs
• Attention to detail
• Confidentiality

• Experience in writing professional Emails
• Experience in handling a high volume of customer queries
• Must have 1-2 years of prior experience in SAAS environments.
• Must be comfortable working during night shifts.

Key Responsibilities

• There are two main responsibilities of the role:
  • to increase the overall top line by increasing the application rate(optimizing the funnel) 
  • ensuring more users are retained post the first consumption cycle. 
• Create and refine effective programs that leverage tenure and customer behaviour data, and include a mix of triggered and targeted campaigns.
• Identify key, measurable metrics for Customer lifecycle programs with a focus to test and scale rapidly.
• Create, implement and optimize daily/weekly/monthly campaigns and user journeys (retention and reactivation - both automated and not automated)
• Generate deep insights about customers that increase their retention, root-cause & predict churn and lead to inventing new ways to delight and retain customers. Will include conducting primary & secondary customer research through surveys and talking directly with customers. 
• Experiment across the whole retention & re-activation funnel constantly looking for maximum impact on DAU (daily active users)
• Brainstorm new ways of segmenting potential customers and means of communication, leading to quick-test pilots with clear measurable outcomes

Roles and Responsibilities 

A Store Manager is Responsible for all Sales & Operations of a retail store. Must be familiar with all aspects of retail operations, sales, customer relations & Technology.

• Responsible to meet sales goals.
• Create a customer service-oriented culture in the store.
• Ensure that retail merchandising is appealing to customers.
• Manage all other matters pertaining to store sales and perform additional tasks as required.
• Promote store sales through cold calling, marketing and advertisements.
• Manage inventory and Registers

- Billing & Handover

- Should have a complete knowledge of POS, reports understanding and MIS / willingness to learn.

- Crisp in money management and handover.

- Ensure all petty cash / petty cash vouchers are tallied and approved of.

Desired candidate profile:

- Graduate.

- Excellent spoken and written English and Kannada skills.

- Passion for Customer care and sales.

- Good knowledge of Pos.

- Excel skills preferred.

- Immediate availability.

• Proven experience in a customer support role 
• Track record of over-achieving performance
• Strong listening, written and verbal communication skills
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Must be fluent in English & Hindi
• Ability to work in shifts

• If you have worked in a fin-tech company
• If you have worked in a B2C tech startup

What you need to have:

Experience: 0 to 2 years

Annual CTC: Rupees 2,50,000 to 3,00,000