Program Success Manager - Navi Mumbai

Keka Technologies Private Limited; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Keka Technologies Private Limited in Mumbai seeks a Program Success Manager to foster strong relationships with customers, drive onboarding, training, and ongoing support to ensure satisfaction and retention.

You will monitor accounts, resolve issues, capture data for insights, manage CRM tools, and collaborate with clients via calls and emails. Regular travel to client locations within the region is required.

Qualifications

• Bachelor's degree or equivalent required.
• Fresh graduates are encouraged to apply.
• Excellent verbal and written communication skills.
• Willingness to travel regularly within the assigned region.

Responsibilities

• Build and maintain strong relationships with customers through onboarding and training.
• Provide ongoing support to ensure customer satisfaction and retention.
• Offer product training and support throughout the subscription term.
• Address and resolve client issues promptly and maintain records of interactions.
• Proactively monitor customer accounts to ensure a positive experience and identify improvement opportunities.
• Capture, analyze, and utilize customer data to create insights and dashboards.
• Manage CRM systems and other tools to track customer success activities.
• Interact with customers through phone, email, and other channels to respond to queries.
• Regularly monitor customer satisfaction through metrics and follow up as needed.

Skills

Communication skills

Problem solving

Time management

Organizational skills

Customer focus

Empathy

Education

Bachelor's degree

Tools

MS Office

CRM tools

Job description

• As a Program Success Manager, you will build and maintain strong relationships with our customer base by providing excellent onboarding, training, and ongoing support to ensure customer satisfaction and retention.
• Offer product training and support to customers throughout their subscription term, helping them maximize their usage of our solutions.
• Address and resolve any client issues promptly and maintain records of customer interactions, including solutions provided.
• Proactively monitor customer accounts to ensure they are having a positive experience with our products and identify areas for improvement.
• Assist in identifying potential issues with customer accounts and take necessary actions to resolve them.
• Capture, analyze, and utilize customer data to create insightful reports and dashboards, helping identify opportunities for enhancing client satisfaction.
• Manage CRM systems and other tools to track customer success activities efficiently.
• Interact with customers through phone calls, emails, and other communication channels to provide timely responses to their queries.
• Regularly monitor customer satisfaction through metrics and assessments, taking follow-up actions as needed to improve customer experience.
• Must travel to client locations as required within the allocated region.

Desired Candidate Profile

• Any bachelor’s degree or equivalent.
• Fresh graduates with strong communication skills and a passion for customer success are encouraged to apply.
• Excellent verbal and written communication skills.
• Good organizational and time management abilities.
• Strong problem-solving skills with a customer-oriented mindset.
• Ability to understand customer needs and provide empathetic solutions.
• Basic knowledge of MS Office and willingness to learn CRM tools and other software platforms.
• Must travel regularly to meet clients within the assigned region.