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.
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