ROLE AND RESPONSIBILITIES: Enhance Customer satisfaction Drive Product engagement and help the customers succeed Liasoning with Veris clients on daily operations Onboard new customers/clients. Building and maintaining relationships with Veris customers across the globe. Working with management on operations strategy and streamlining Schedule and complete quarterly/annual business reviews. Client MIS reporting and analytics Working closely with the operations team to ensure strict adherence of service deliverables. Client problem troubleshooting Internal management reporting We are looking for: Energetic, motivated, and driven “Get it done” attitude ` Ability to lead and manage teams Clarity of thought & good problem-solving capabilities Education is no bar, but a good one always helps Good with computers and technology Excellent verbal & written communication skills
Work for a fantastic digital advertising startup and nurture your career with a great role.Our client is a hyperlocal platform, that helps businesses to advertise to the right audience by targeting the audience with relevant ads on apps and websites. Their multiple ad campaigns target different demographics languages and locations to attract the consumers. Their network offers unequalled inventory that reaches 90% of the internet users across the world. Their platform also provides best insights in the performance of the ad campaigns- specific to cities, areas, and other demographics. As a Business Manager - Growth, you will be responsible for retaining & growing existing clients revenue. You will make sure that the client’s core deployment on company platform is successful by monitoring performance KPIs against historic data and projected results. What you will do: Regularly engaging with clients for performance reporting & reviews, implementing upgrades on existing plan to deliver better performance, upselling clients to higher plan, cross-selling to clients Overseeing delivery of operational requirements of clients and from clients, making sure billing and collections are happening as scheduled. Participating in creating & publishing case studies for your customers. Planning & delivering on business KPIs (Monthly Revenue, Retention Rate, Upsell Revenue, Cross Sell Revenue ) Delivering Customer Success by monitoring performance KPIs on weekly basis, performing RCA if growth is not as planned / at par with industry benchmarks. Overseeing & monitoring delivery of all operational requirements of the client with regards to the product plan activated for the client. Constantly working with clients, technology & operations team to implement upgrades withi client’s existing plan to make sure that the client is fully utilizing all features available to them to be successful on our platform. Pitching for upsells using the right consultative approach, strategy & planning for moving the customers to higher plans in order to unlock more features to deliver better performance and engagement to their locations. Pitching for cross-sells using the right consultative approach for moving the clients to other products offered within our suite of hyper-local marketing. Managing the complete commercial relationship with clients to make sure all financial and legal processes are followed for billing, realization & renewals. Building insights on clients performance data – spotting trends, deviation from benchmarks etc. and engaging with clients for regular performance reporting & insightful reviews. Working closely with Customer Success teams of other products to conduct demos with your existing customers. What you need to have: Minimum education qualification - Bachelor’s Degree from a reputable institute. Post Graduate Degree in Management will be an advantage. Relevant Work Experience of 9-12 Years in digital planning & servicing preferably focused on digital media including performance-based campaigns through Google’s Advertising Platforms/ Mar-tech / Ad-tech firm. Excellent pitching & presentation skills. Candidates who have an experience in a SAAS business will be preferred. Proficiency in MS Excel, PowerPoint and Keynote; conceptual understanding of SEM/ Google Analytics/ AdWords a huge plus Social, has strong relationship building skills, is flexible and comfortable with ambiguity Excellent communication and analytical skills
Job Title: Customer Success ManagerLocation: GurgaonJob Description :A Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.Duties and Responsibilities :1. Understanding the customer's needs to help them exploit Product Better.2. Onboarding and execution of Client3. Establish Customer Support Practices4. Upselling5. Maintaining Client Delight6. Assisting in Technical and Product Support7. Supervise Employees8. Taking InitiativesSkills :1. Good interpersonal skills2. Good emotional intelligence3. Proactive and willing to improve on processes4. Strong leaders5. Highly organized6. Shave experience in directing others7. Strong communicators both orally and in writing8. Hardworking9. FlexibleCore Technical skills :1. Proficient in Microsoft Office Suite specifically Excel and PowerPoint2. Knowledge of customer service practices3. Technical aptitude and ability to learn software programs4. Bachelor's/pg degree in Engineering from a reputed college5. Minimum 2 years of experience in Customer Success ManagementIcing on the Cake Skills :1. Knowledge of technologies such as IT networking, internet technologies, web servers, and XML2. Experience with Customer Relationship Management (CRM) software such as Salesforce, Totango, etc.About FieldAssist :Founded in 2014, FieldAssist is a new-age SaaS company with its headquarters in Gurgaon and an employee strength of 75+. Over the past 6 years, we have helped FMCG industries in digitizing their sales and distribution processes. We are creating a paradigm shift in the way field sales work with our all-in-one salesforce automation application. We have a trusted clientele of 350+ brands across India including Bisleri, Jockey, Everest Spices & Tata Salt.We imbibe the culture of integrity, trust, empathy, collaboration, and freedom to take risks. If growth and innovation are on your mind, FA is the right place for you.Get to know more about us at https://www.fieldassist.in/NOTE : You will be working from home until office resumes.
Our client is a 5 year old online gaming company with market leading games in three segments - Poker, Rummy and Cricket. Their online games are ensured to be safe, trusted and secure for their customers. They have a registered base of over a million users and are working towards the growth of online gaming in the country. The founders are MIT alumni who bring with them immense tech and business knowledge to provide global level gaming services. As Sr Executive - Customer Support, you will be responsible to deliver extraordinary customer services by responding to customer concerns regarding customer accounts. What you will do: Processing customer request in a timely and comprehensive manner to ensure customer satisfaction with Inbound and Outbound calls/emails/chat Highlighting issues through feedback and recommending changes in workflows, procedures and service levels to meet customer needs and ensuring quality service always Growing and nurturing customer relationships on every interaction that results in measurable Customer value Documenting necessary account information and offering custom solutions that benefit the customer Delivering extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality Balancing customer interests with the interests of company Resolving all customer queries and following established problem ticket recording procedures as appropriate Gathering relevant information from customers as required and updating it accurately to facilitate the decision process Candidate Profile: What you need to have: Any graduate with demonstrable experience of 2-4 years Professional attributes : Needs proactiveness and anticipation to understand customers problems Adaptability to customer's need and requirement Should be a problem solver Personal attributes: Should be a go-getter, with high drive and ownership Should have good communication and listening skills Should have sound English language skills (written and verbal) with good typing speed
We at Nirogam, a group of aspiring individuals, have a vision that authentic Ayurveda should reach every home in India and beyond. The Ayurveda industry has seen multifold customer acceptance in the past decade and continues to grow at an unprecedented pace globally. As a person who bags this opportunity, get ready to create an impactful change on all platforms of business growth within the purview of this role. We are looking for a Communication Specialist for Nirogam, to join our growing team. We are looking for an enthusiastic communicator who is preferably also a nutritionist and or dietician. Ultimately, you should be able to follow current trends and bring Nirogam to more and more audiences through impactful videos and stories to audiences at large or during campaigns and events in an informative and engaging manner. What you will do: A Storytelling aficionado - Present Nirogam, Ayurveda and Health in a creative, informative and impactful way through different modes of communication especially videos. Participate in helping to formulate news stories by pitching ideas. Collaborate with content, creative and marketing teams to come up with projects, programs to plan and execute communications about Nirogam, topics based on trends, health, nutrition, diet and more. Participate in researching and writing stories. Researching local community, state, national and international current trends and events. Revise scripts and prepare to deliver them on recorded or live YouTube videos and channels, to be posted on social media like Nirogam’s blogs and website. Keep abreast of developments by studying papers, attending events. Stay in contact with Ayurveda industry professionals and current trends.. Bring speaking/ hosting opportunities for Nirogam’s Ayurveda doctors in events and campaigns related to our industry. Be an expert at conversational and professional vocal delivery. Strengthen on-camera skills, as an anchor should be comfortable on screen/ camera and exude an aura of confidence and good health. Quality assurance: Quality check each story to ensure grammatical correctness, accuracy, clarity and overall impactfulness of the diction. Consistently ensure good quality videos are made and posted on line as per the communication plan. Required Skills and Qualification: Academic/Professional Competencies Bachelor’s degree in mass communication or related field. Maximum 2 years of experience Familiarity with local, state, national, and international current events on Ayurveda and nutrition Industry. Excellent written and verbal communication. Charismatic but professional demeanor while on camera. Behavioural Competencies Able to work effectively in a fluid, fast-paced environment. Positive attitude and enthusiastic with high energy. Capable of being an individual contributor yet highly adaptive to working with cross functional teams. We encourage interested aspirants to refer to our: Website: https://nirogam.com/Blog: https://nirogam.com/blogs/news
Opportunity As a customer success manager your goal will be to provide outstanding customer service to our clients by developing effective customer service procedures, implementing customer loyalty programs, and Improve customer experience and customer satisfaction (Customer Love metrics) Responsibilities Be the single point of contact for all your customers from the time they sign the contract. Establish a trusted relationship with them and help them succeed with QDC through product adoption and delivering value promised. Understand the customer’s goals, org structure, key challenges, and define their success. Work with sales and on-boarding team to plan and execute a seamless customer on-boarding process, ensuring a smooth ‘go live’. Identify customer insights and pain points and help shape the product roadmap by providing active feedback to the product team. Proactively identifying and prioritizing resources and effort according to perceived risk, potential growth, strategic value and renewal timeframe, making sure subscriptions are renewed timely. Monitor at-risk customer behavior and carry out activities to retain them. Own churn and expansion for all your accounts. Identify opportunities for portfolio growth and contact customers for upsells. Work towards turning customers into advocates of QDC. Collaborate with the Marketing team to build customer case studies, testimonials, and referrals. What you can expect in the next 12 months Within 1 month You should have acquired good knowledge of the laundry domain, QDC product and process that we follow. You should have spent a day at the laundry store to get live hands on experience. Have a one-one chat with every member of the Quick Dry Cleaning team so you get to know everyone well and understand each other. Start owning the renewal process with the help of peers. Within 3 months You should be able to manage the portfolio assigned with some dependencies on your peers. Should start working towards the identification of possible opportunities in terms of expansion of the accounts. Participate in conversations regarding process refining. Should be able to independently handle complex sets of queries related to the product. Track and hit key implementation milestones. Within 6 months You should be able to independently manage the portfolio assigned. Should be able to define the expansion targets for your portfolios. Should be able to add value to the overall process alignment owning some initiatives. Provide feedback to Marketing, Sales, Support, Success and Engineering teams to further improve product. Within 12 months Participate in interviewing and hiring, as a way to influence team growth and show QDC values and drive our culture. Deliver and present metrics related to success and show improvements. What an ideal candidate looks like At least 2+ years of work experience in a customer-facing role such as Customer Success, Account Management and Sales, etc. Ability to understand a software product and its nuances very well. Excellent written and verbal business communication skills. Strong problem-solving skills, technical and analytical aptitude with the ability to quickly learn and adopt technical products. Ready to work during US hours - in future What are we looking for? Attitude Skills Empathy Positive Attitude Organized Process Driven Coachable Patience Metrics Driven Ability to explain in uncomplicated/ simple language Attentive and Listening Skills Effective Negotiator Creative Problem Solver Comfortable with huge data and analytics About Quick Dry Cleaning We are on a mission to make Dry Cleaners and Laundry business winning in the digital era. We believe in Helping traditional laundries to come at par with digital businesses: Traditional We help laundry businesses adapt modern technology and deliver the customer experience that today’s digital businesses like Swiggy, OLA and Flipkart are delivering. We feel successful when we hear stories like these. Building a large profitable business: We envision building a capital-efficient, large profitable business to achieve our mission of making laundry business win. This means less dependence on investors & more ownership with the team. We are one of the few profitable Indian SaaS startups building value SaaS Employee Wellness <> Customer Success: We give as much importance to each team member’s personal & professional success as much as we care about our customer's success. We believe it’s all about balance. Our impact so far 3 Billion garments processed through QDC Dry Cleaning Cloud 47 countries 1000+ Paid subscribers 5000+ Users All this could be achieved with a nimble team of 20 from our single office in Noida Why join QDC? Freedom & Responsibility: If you are a person who wants to take up challenging work & push your boundaries with no one monitoring you, then this is the right place for you. There are no hierarchies. No managers to please. Holistic Growth: Building a career doesn’t have to be at the cost of missing out on your personal front. We believe that professional success is worth when the personal goals are nurtured with equal importance. We will support you all in on that journey of yours. Transparency: If you ever wanted to know what it’s like to be on an entrepreneurial journey, then working with QDC gives you that opportunity to experience it all first hand. Great Environment: We spend more time of our day at work than at home while awake, so it is important that we feel comfortable at our workplace. Our office space is fun and the team is funnier. We never miss out on any opportunity to have fun. We don’t experience monday blues rather we have Monday excitement.
Trackier is 3 years old venture under Cloudstuff Technology Pvt. Ltd. As part of Cloudstuff’s Customer Success team, you'll be responsible for• Developing and maintaining relationships with a robust customer base of the world’s top companies in mobile advertising. • Strategizing with customers for deeper utilization of, and success with, the Trackier's service. • Owning/managing your book of business & building strategies to trigger and drive business growth opportunities. • Engaging and coordinating internal groups as well as partners, as needed, to meet revenue targets & to maximize customer retention and adoption. • Coordinating onboarding, training, quarterly/annual business reviews and serve as a liaison with customers regarding new product launches & opportunities. • Maintaining current knowledge of the Mobile industry, competitive research and an understanding of the customer's business challenges and industry trends. • You are the key to strategic relationship management with our most important customers.Requirements • Knowledge of, or experience with performance-based, mobile advertising campaigns. • Experience working with data-driven sales strategy, managing up-selling/cross-selling opportunities & working with revenue targets. • Extraordinary interpersonal communication and presentation skills. • Outgoing, positive, and energetic personality - this role requires our customers to like you, a lot. • Solid customer service experience and a consultative mindset. • Ability to pick-up, learn and quickly become knowledgeable in SaaS tech concepts. • Motivated self-starter, always one step ahead. • Experience working in a scrappy startup type environment. • Ability to work trade shows and conferences with the potential to travel. • Bachelor's degree or MBA preferred.
Responsible for planning, implementing and directing the sales activities of the company in a designated area to achieve sales objectives. Duties and Responsibilities develop a sales strategy to achieve organizational sales goals and revenues set individual sales targets with the sales team delegate responsibility for customer accounts to sales personnel co-ordinate sales action plans for individual salespeople oversee the activities and performance of the sales team ensure sales team have the necessary resources to perform properly monitor the achievement of sales objectives by the sales team liaise with other company functions to ensure achievement of sales objectives evaluate the performance of sales staff provide feedback, support, and coaching to the sales team plan and direct sales team training assist with the development of sales presentations and proposals develop online sales platforms co-ordinate and monitor online sales activity investigate lost sales and customer accounts track, collate and interpret sales figures forecast annual, quarterly and monthly sales revenue generate timely sales reports develop pricing schedules and rates formulate sales policies and procedures help prepare budgets control expenses and monitor budgets maintain inventory control conduct market research and competitor and customer analysis analyze data to identify sales opportunities develop promotional ideas and material attend trade meetings and industry conventions cultivate effective business relationships with executive decision-makers in key accounts Education and Experience business degree or related professional qualification experience in all aspects of planning and implementing sales strategy technical sales skills proven experience in customer relationship management knowledge of market research experience in managing and directing a sales team relevant product and industry knowledge solid understanding of digital sales platforms experience with relevant software applications Key Competencies and Skills excellent written and verbal communication skills organization and planning problem analysis and problem-solving information management team-leadership formal presentation skills persuasiveness adaptability innovation judgment decision-making stress tolerance Job Type: Full-time
Work with Clients (leading E-com and Retail enterprises) to ensure that they are able to extract maximum usage out of Clickpost and are able to succeed in their supply chain operations. Understand the competitive landscape from a standpoint of strategy and functional capabilities Establish best practices and processes for Customer Success in the organization Work closely with the product team to understand the product USP, ensure successful enablement and onboarding of the client while ensuring that correct product messaging is communicated to the client at all times Debugging and resolving 1st level queries of the customers
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
You will be working particularly on the operations, customer retention side of myHQ ensuring we have a happy and growing user base. This means a strong focus on customer experience and staff management. Role and Responsibilities: 1) Customer Issue Resolution: Basic customer resolution for any queries, issues they face at our locations 2) Customer Feedback and Retention: Take constant feedback from our users on their experience and work on improving our services 3) Coordination with our partner HQs to ensure experience does not get hampered, leads are handled systematically
Roles and Responsibilities: -Managing Customer Lifecycle Management post sales -Working closely with the marketing team in order to optimize the acquisition, engagement, and retention of customers. -Guide new customers through the configuration and implementation of product -Explore what success means to the customer and ensure that they reach their goals -Responsible to show value to the customer so that they renew and upgrade license -Develop feedback funnel and passing customer feedback to the engineering team to set the future direction of product development -Responsible to deliver customized demos as per the specific requirements of the customer You should be: -Customer-obsessed and a hustler -Very polished and good communication skills -Street-smart attitude and highly motivated -Highly accountable and responsible -College and grades is not a selection criteria as long as you are sincere and hungry to learn Skills: Customer Relationship Management, Communication Skills, Self Starter / Self Motivated, Influencing Skills, Ownership, And Accountability
Dear Candidate, Greetings from Onestore India!!!!! We have an urgent requirement with our company for the profile of Customer Support Executive. Location: Jangpura Extn., New Delhi Experience: 0-2 years of experience Timings: 8 pm to 8 am Company Profile: We offer surveillance software and related services. We have been providing government agencies and corporates over the globe with our proven expertise & technical skills. We have partnered with leading IT solutions providers including IBM® and Oracle® enabling us to provide first-class investigation infrastructure for our clients. In years, we have developed a broad array of digital forensic services & turnkey solutions which assures effective and simplified fulfilment of investigation needs of our clients. You may read more about our company profile on our corporate and product websites i.e; https://onespy.com Responsibilities: • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. • Build sustainable relationships and trust with customer accounts through open and interactive communication. • Provide accurate, valid and complete information by using the right methods/tools. • Efficient dealing of complaints to completion and enabling satisfaction of customer. • Keep records of customer interactions, process customer accounts and file documents. • Attempt to persuade customer to reconsider cancellation. • Work with customer service manager to ensure proper customer service is being delivered. • Requirements: • Proven customer support experience or experience as a client service representative. • Strong phone contact handling skills and active listening. • Familiarity with CRM systems and practices. • Customer orientation and ability to adapt/respond to different types of characters. • Excellent communication and presentation skills. • Ability to multi-task, prioritize, and manage time effectively. • Should be flexible with Shifts.
Is considered an expert in knowledge of products, solution or service offerings as well as competitor's offerings to be able to sell large solutions. Understands the industry and market segment in which key accounts are situated, and integrates this knowledge into consultative selling. Understands and applies program/project management methods and processes to define, plan, cost, resource, track and ensure successful pursuit. Understands the role of IT within area of specialization and how company's solutions differentially address specific vertical industry challenges as well as their cross-segment capabilities Account planning and accurate account revenue forecasting skills. Collaborates with management and sales teams in shared accounts to ensure seamless integration of specialist sales with other sales activities. Cultivates & maintains positive relationships with customers to ensure account retention & growth, and position company as the preferred vendor for meeting all business needs
Customer Success Champion would be responsible for talking to the customers and helping them with their queries regarding our software product. Responding to and Answering Calls, Emails and Web Tickets of end users in a cordial, professional manner Logging Tickets (Incident / Service Request / Information Query) for every user interaction handled Providing first level support on our services via remote desktop calls if required Route/Assign tickets to the appropriate support group, if necessary. Identifying and escalating high-severity, priority issues Updating Pending Tickets with timely, precise, accurate updates Following-up with end users, if necessary, for closure of pending tickets
Job brief We are looking for Asst. Manager - Customer Relations who is experienced enough to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the helpdesk running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations. The Asst. Manager - Customer Relations sets the vision, direction, and culture of his team by managing individual and team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction, by identifying broader customer impacting issues and implementing solutions to drive quality and productivity, while achieving real time desired service levels. Responsibilities Develop service procedures, policies and standards Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate Take ownership as a Nodal Officer of the escalated issues and ensure speedy resolution Organize, prioritize and schedule issues based on the severity of the issue Focus on SLA management, quality and customer experience Keep accurate records and documents of customer service actions and discussions Analyse statistics and compile accurate reports Assist in developing and implementing training programs to improve the quality and productivity of the team Expected to be 2nd in line to the Operations managers and at times might be required to perform delegated duties of Operations Manager Carrying out supervisory responsibilities in line with the organization’s policies Requirements Proven working experience in providing customer service support and team management Direct experience in support operations Demonstrated ability to direct and manage a group of people Strong client-facing, interpersonal and communication skills Advanced troubleshooting and multi-tasking skills Ability to handle complex and ambiguous scenarios Can adapt well to changing circumstances, direction, and strategy Ability to support business and provide solutions to customer pain points Proven ability to manage reporting and analysis Ability to effectively and efficiently complete difficult goals or assignments Confident in using Microsoft Office especially Excel and Powerpoint Advanced computer skills using a variety of programs highly desired Round the clock availability, including willingness to work on weekends, and outside of the "standard" work day Bachelor’s degree, preferred Project Management & knowledge of Six Sigma/Lean Processes, MBA is a plus