Customer Success Manager

Key Responsibilities:

1. Team Management:

• Oversee the day-to-day operations of the customer service team, ensuring that all activities are aligned with the organization’s objectives.
• Ensure adherence to established SLAs, including response times, call resolution rates, and customer service quality.
• Prepare and present regular performance reports to senior management, highlighting achievements, challenges, and areas for improvement.
• Identify and implement best practices and processes to improve the efficiency and effectiveness of the Customer Service team.

1. Customer Relationship Management:

• Build and maintain strong, long-term relationships with key clients, ensuring their success and satisfaction with our products and services.
• Act as a point of escalation for complex customer issues, working towards timely resolution and customer retention.
• Excellent communication, presentation, and interpersonal skills, with the ability to build relationships and influence stakeholders' negotiation.

1. Strategic Planning:

• Oversee and manage pilot programs, including planning, execution, and monitoring of progress.
• Collaborate with clients to define pilot goals, success criteria, and key performance indicators (KPIs)
• Develop and execute strategies to drive customer success
• Analyze customer data to identify trends, risks, and opportunities for improvement.

1. Reporting and Analysis:

• Track and analyse key performance indicators (KPIs) such as call volume, average handling time (AHT), and first call resolution (FCR).
• Provide actionable insights and recommendations to senior management based on data analysis.

1. Client Onboarding:

• Lead the onboarding process for new clients, ensuring a smooth transition from sales to customer success.
• Develop and execute personalized onboarding plans tailored to each client’s specific needs and goals.
• Provide training and education to new clients on how to effectively use the company’s products or services.
• Create and maintain onboarding documentation, including user guides, FAQs, and best practices.
• Gather and analyze client feedback during and after the onboarding process to identify areas for improvement.
• Work with internal teams to implement changes that enhance the onboarding experience.
• Continuously refine the onboarding process to improve efficiency and client satisfaction

Key Performance Indicators (KPIs):

• Call Queue Management: Average wait time, call abandonment rate.
• SLA Adherence: Percentage of calls answered within SLA, response time.
• Customer Satisfaction: Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), First Call Resolution (FCR).
• Employee Performance: Team productivity, individual performance metrics.

Skills:

• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Analytical mindset with the ability to interpret data and make strategic decisions.
• Problem-solving skills and ability to handle high-pressure situations.
• Critical thinking and problem-solving, Time Management, Project Management, Customer Relationship Management
• Microsoft Excel, Experience with CRM software and customer success platforms

Experience and Certification:

• Bachelor’s degree in Business, Marketing, or a related field; Master’s degree or relevant certification is a plus.
• 6-8 years of experience in customer service, client onboarding, account management, or a related field, 2-3 years of experience in customer success, account management, or a similar role, with experience in managing pilot programs or projects preferred.
• Proven track record of successfully managing customer relationships and leading teams.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple

Bangalore (WFH)

Shift - Night (6.30 pm – 3.30 am)

WORKING AT ALTISOURCE ADVANTAGES

Prosperity

• Competitive salary based on your experience and skills – we believe the top talent deserves the top rupee
• Bonus Potential – if you go above and beyond, you should be rewarded

Good Health

• Comprehensive insurance plans like Medical, Personal Accident Benefit and Life Insurance
• Wellness Programs (examples include eye examination, diabetes checkup camp, hemoglobin check and health talks)

Happiness

• 10 paid holidays, plus 26 paid days off per year
• Lots of employee engagement activities both offsite (examples include family cricket/football games, annual company celebrations and happy hours) and onsite (examples include office stress buster events, holiday parties, and quarterly Living our Values celebrations)
• Opportunities to join our community service initiatives, including Habitat for Humanity

Are you up to the challenge? What are you waiting for? Apply today!