The position serves as a key member of the Global Customer Success team. As a CSR, you will have the responsibility of engaging with Dealers/Outlets and nurturing Revenues via trust-building, promise delivery, cross-sells and up-sells. CSR Should possess a strong drive for delivering client value & results. CSR will undertake a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and managing any gaps on the delivery front. The role will also assimilate & distribute industry insights to Client stakeholders. Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively.
Scope & Responsibilities
Full responsibility for end-to-end customer engagement including business analysis, managing scope and schedule, delivery & optimization and client management
Be heart, mind and voice of client within Onlinesales.ai
Work with fully customer focused and manage very high customer retention/ Renewals.
Provide the class customer experience as per the set SLA and other parameters.
Coordinate and Manage the healthy relationship with the cross functional team (CFT) to run the operation
Highlight the issues faced regularly with the teams and follow up till the resolution.
Owner of NPS for channel partners (dealer/outlets/stores/hotels etc.) of assigned accounts.
Work closely with channel partners to train them in rendering great service. Act as the voice of the customer and share learnings from the field with cross functional teams
(Sales/CS/Product/Marketing) . Proactively suggest and execute initiatives to deliver customer delight
Proactively identify issues, highlight and resolve them systematically
Work with Operations Head and/or Customer Success Team towards continual growth of the revenue and NPS from partners and undertake specific initiatives towards this goal.
Enforce adherence to systems and processes across all steps , and ensure relevant cross functional reporting
Excellent Communication Skills, and experience in handling channel sales partners
Ability to provide step-by-step technical help
Demonstrated ability to create, develop and enhance customer relationships
Excellent learning skills, attention to details, and a bias to proactively resolving issues and results-driven.
Takes ownership of his work
Ability to build effective relationships with key stakeholders including senior management and channel partners
Ability to work in a fast paced environment and maintain superior service standards
And most importantly, LOVE customers & strive for every inch of their satisfaction.
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