Manager - Customer Success

Job Description: Customer Success Manager.

Employment Type :Full-time.

Location : Mumbai.

CTC : Up to 8 LPA.

Work From Office.

Notice Period.

30 days.

Ideal Industry Experience.

Ecommerce industry.

Sourcing Keywords.

Customer Success Specialist.

Interview Process.

2 virtual rounds.

1 HR round.

Mandatory Educational Requirements.

Any Graduate.

Mandatory Certification Requirements.

NA.

Position Description:

About the Role:

- We are seeking a passionate and results-oriented Customer Success Specialist to join our growing team.

- You will play a dual role, ensuring the success of our customers by building strong relationships, driving revenue through conversions, and providing operational support to streamline the customer journey.

Responsibilities:

Customer Success:.

- Onboard new customers and ensure a smooth and successful transition to using our products.

- Be a trusted advisor, proactively identifying customer needs and challenges.

- Develop and maintain strong relationships with customers, acting as a single point of contact.

- Track customer buying patterns and identify potential churn risks.

- Collect and analyze customer feedback to improve product development and overall customer experience.

- Set and achieve targets for recovering abandoned carts and winning back churned customers.

- Develop and implement targeted outreach campaigns (phone, WhatsApp) to re-engage with customers, leading to conversions.

- Track the success of outreach campaigns and measure progress against set targets.

Operational Support:

- Verify and ensure the accuracy of customer billing and shipping addresses to minimize RTO rates.

- Investigate and resolve any discrepancies found in customer data.

- Monitor order tracking information and proactively address any potential delays or delivery issues.

- Investigate and attempt to resolve NDR issues.

- Identify and address any issues with deliveries, such as damaged goods or incorrect items.

Qualifications :

- Minimum 2-3 years of experience in customer success, operations management, or a related field.

- Proven track record of building strong relationships and exceeding customer expectations.

- Excellent communication, interpersonal, and problem-solving skills.

- Strong organizational skills and the ability to manage multiple tasks simultaneously.

- Experience with handling operational tasks is preferred.

Skills and Competencies:

Experience in Shiprocket and Shopify is a plus.