Team Lead -
Customer Success

Mobikon Tech – Business Development Manager

Designation : Team Lead - Customer Success

Key skills : Social Media / CRM / Marketing / Client servicing / Account management

Years of Experience : 3 to 5 Years.

Positions : 3

Work Location : Mumbai, Delhi

Role and Responsibilities:

  • Lead a fast growing team of passionate professionals who handle & manage all the social media accounts allotted and conquer challenging problems every day
  • Interact with customers to understand issues and provide solutions by leveraging your technical and managerial skills
  • Deliver an extraordinary customer/ partner experience in every interaction across the support & development lifecycle
  • Maintain high levels of customer engagement (including on site meetings) with a focus on customer satisfaction and loyalty.
  • Proactively driving the team to ideate and execute
  • Manage the work practicing Agile methodologies, timely deliveries, resolve work blockages and assist team members in troubleshooting
  • Keep customers & stakeholders informed and manage their expectations throughout the lifecycle
  • Understanding of Social Media / CRM, campaigns and marketing to effectively create customer driven, targeted campaigns on Social Media and other online platforms to ensure the highest quality output for customers
  • Project Management / Campaign Management tool experience
  • Drive a culture of learning and accountability within the team, maximizing team efficiency
  • Mentor, train, hire, and help develop the skills of the team
  • Monitor complaint trends and map them to existing process, applications and device action plans to improve customers experience.
  • Understand our solutions – Why is our product important to customers!
  • Build a set of key performance indicators (KPIs), best practices, knowledge base and company business processes that align to a world class customer experience;
  • Partner with internal departments to engage both potential customers and existing customers to ensure that every touch point, including phone, email, website, social media and face to face deliver a superior customer experience.
  • Interact and build relationships with the product management and account management teams, including the design of business processes that align to customer success.

Required Skills :

  • 3-5 yrs of experience; atleast 3+ years relevant work experience in a customer-facing, customer success, account management or strategic consulting organization. SaaS experience a benefit
  • Prior experience in handling 3-4 member team
  • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
  • Diplomacy, tact, and poise under pressure when working through customer issues
  • Excellent personal presentation and communication skills & strong client servicing skills
  • Strong analytical, technical and mathematical abilities
  • Experience of dealing with customer and or transactional data sets in the Hospitality/retail market
  • Ability for ideating and creating targeted buckets and modifying the questionnaire to create additional data buckets
  • Prioritizes workload and meets deadlines for a variety of marketing "deliverables”.