This role is for one of the Weekday's clients
Salary range: Rs 600000 - Rs 1000000 (ie INR 6 - 10 LPA)
Min Experience: 1+ years
Location: Chennai
JobType: full-time
We are looking for a customer-focused and proactive Customer Success Manager to join our team. This role is ideal for professionals who are passionate about delivering exceptional customer experiences, building strong client relationships, and ensuring seamless service delivery. As a Customer Success Manager, you will act as the primary point of contact for customers, understand their needs, resolve concerns efficiently, and collaborate with internal teams to maximize customer satisfaction and retention.
The ideal candidate should have experience in customer-facing roles, excellent client management capabilities, and a solid understanding of retail operations. Candidates with exposure to sales support, voice-based customer interactions, and strong communication skills will have an added advantage.
Requirements
Key Responsibilities
- Build and maintain long-term relationships with customers by delivering exceptional service and support.
- Serve as the primary point of contact for customer queries, concerns, and escalations.
- Understand customer requirements and provide timely, effective, and personalized solutions.
- Ensure high levels of customer satisfaction through proactive engagement and regular follow-ups.
- Coordinate with cross-functional teams including operations, sales, and support to resolve customer issues efficiently.
- Monitor customer health, identify potential risks, and take preventive actions to improve retention.
- Handle customer onboarding, product/service education, and adoption initiatives.
- Support retail operations by ensuring smooth coordination between customers and operational teams.
- Maintain accurate customer records, feedback, and interaction history in CRM systems.
- Analyze customer feedback to identify improvement opportunities and recommend process enhancements.
- Assist customers in understanding products, services, offers, and policies to maximize value.
- Meet customer satisfaction, service quality, and response time targets.
- Contribute to customer retention and revenue growth through upselling and cross-selling opportunities where appropriate.
Required Skills
Must-Have Skills
- Strong commitment to Customer Excellence with a customer-first mindset.
- Proven experience in Client Handling and relationship management.
- Good understanding of Retail Operations and customer service workflows.
- Ability to resolve customer issues professionally while maintaining high satisfaction levels.
- Strong problem-solving, multitasking, and organizational abilities.
- Experience managing customer escalations and delivering timely resolutions.
Good-to-Have Skills
- Exposure to Sales or customer acquisition/retention activities.
- Excellent verbal and written communication skills.
- Experience in voice process, customer support, or call center environments.
- Familiarity with CRM tools and customer service platforms.
- Ability to identify upselling or cross-selling opportunities through customer interactions.
- Strong interpersonal skills with the ability to build trust and rapport quickly.
Qualifications
- Bachelor's degree in Business Administration, Commerce, Management, Marketing, or a related field.
- 1–6 years of experience in Customer Success, Customer Support, Client Servicing, Retail Operations, or similar customer-facing roles.
- Experience in retail, e-commerce, BPO, customer service, or service-oriented industries is preferred.