Customer Success Manager (Customer experience/ CSAT)

Job description Role & responsibilities : Need to manage the CSAT across India and Overseas Customers Arrange F2F meetings with customer spocs for the clients and their projects to gather CSAT feedback Collect customer feedback and share with internal stakeholders such as delivery, sales, HRM, RAG etc. The actionable received through customer feedback need to be tracked in the portal with their respective stakeholders. Track and analyse customer feedback and suggest improvements internally based on the insights gathered. Strong in client interaction and communication skills Coordinate and collaborate across multiple internal stakeholders like delivery, sales, HR etc. Proactively maintain regular connect with the key clients to their feedbacks. Effectively manage the clients for which the feedbacks are taken, regular updates to them on the progress Execute online survey Quarterly/Half-yearly and the feedbacks received need to circulate with stakeholders and track till closure. Gather closure feedback from the customers. Feedback status reports create maintain and circulate with BUs at the set frequency. Maintain good relationship with the client. Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries Conduct studies and research to discover new techniques necessary for improving customer experience Regular communication with internal stakeholders and customer facing teams to identify any issues customer is facing related to the services Raising red flags whenever their issue in deliverables and needs correction to ensure the customer has seamless experience with the company Preferred candidate profile 5 to 10 years experience in customer experience/CSAT domain Should have industry experience in CEM Role: Customer Success Manager Industry Type: IT Services & Consulting Department: Customer Success, Service & Operations Employment Type: Full Time, Permanent Role Category: Customer Success Education UG: Any Graduate Key Skills Skills highlighted with ‘‘ are preferred keyskills Net Promoter ScoreCSAT Customer ExperienceCustomer SatisfactionCustomer Engagement