Customer Success Manager

CAR Driver4me Solution; Kolkata District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

CAR Driver4me Solution in Kolkata, India seeks a dedicated Customer Success Manager to ensure high customer satisfaction, oversee account management, and coordinate with Operations, Sales, and Support for timely service delivery.

The role focuses on driving retention, monitoring performance metrics, and identifying opportunities for service improvements and business growth within client partnerships.

Responsibilities

• their requirements are addressed promptly.
• Customer Satisfaction: Monitor customer feedback, identify concerns, and take appropriate action to improve the overall customer experience.
• Issue Resolution: Coordinate with internal teams to resolve customer complaints, service-related issues, and escalations within the agreed timelines.
• Account Management: Manage existing client accounts, understand their business needs, and identify opportunities to improve service quality.
• Service Coordination: Coordinate with Operations, Sales, and Support teams to ensure smooth and timely service delivery.
• Customer Retention: Develop strategies to improve customer engagement, satisfaction, and long-term retention.
• Performance Monitoring: Track key metrics such as customer satisfaction, retention, complaint resolution time, and service performance.
• Client Communication: Conduct regular follow-ups and meetings with clients to gather feedback and provide service updates.
• Reporting: Prepare daily, weekly, and monthly reports on customer feedback, escalations, service quality, and account performance.
• Process Improvement: Identify recurring issues and recommend improvements to enhance operational efficiency and customer experience.
• Team Coordination: Guide and support the customer success team to achieve service quality and customer satisfaction targets.
• Business Growth: Identify opportunities for account expansion, additional services, and stronger client partnerships.
• Role & responsibilities

Job description

1. their requirements are addressed promptly.
2. Customer Satisfaction: Monitor customer feedback, identify concerns, and take appropriate action to improve the overall customer experience.
3. Issue Resolution: Coordinate with internal teams to resolve customer complaints, service-related issues, and escalations within the agreed timelines.
4. Account Management: Manage existing client accounts, understand their business needs, and identify opportunities to improve service quality.
5. Service Coordination: Coordinate with Operations, Sales, and Support teams to ensure smooth and timely service delivery.
6. Customer Retention: Develop strategies to improve customer engagement, satisfaction, and long-term retention.
7. Performance Monitoring: Track key metrics such as customer satisfaction, retention, complaint resolution time, and service performance.
8. Client Communication: Conduct regular follow-ups and meetings with clients to gather feedback and provide service updates.
9. Reporting: Prepare daily, weekly, and monthly reports on customer feedback, escalations, service quality, and account performance.
10. Process Improvement: Identify recurring issues and recommend improvements to enhance operational efficiency and customer experience.
11. Team Coordination: Guide and support the customer success team to achieve service quality and customer satisfaction targets.
12. Business Growth: Identify opportunities for account expansion, additional services, and stronger client partnerships.Role & responsibilities