Senior Executive, Customer Success
- Capillary Technologies
- 3 - 7 years
- Bengaluru
- 2 months ago
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Job Description
- Leverage product expertise and technical knowledge to carry out customer tasks accurately and on -time
- Leading key initiatives for the team and implementing them in coordination with other teams
- Act as an SME for the team on Capillary products
- Team bandwidth management during absences, high traffic periods
- Work closely with Engineering and Product and Customer Success teams to solve the customer problem statement
- Handle customer service requests over the ticketing system
- Drive the on-boarding of customers with Capillary products
- Share analytics, insights, and best practices with customers.
- Contribute to creating online support documentation which helps other sub-functions to manage customers.
- Handling escalations by clients/internal teams, provide RCA in a standard structured format
- Reviewing the health of the brands with the account managers with respect to the goals of Customer Success Hub
- Active listening and extremely empathetic
- Customer orientation and ability to adapt to different types of customers
- Excellent understanding and communication skills(especially written)
- Team management abilities
- Performance management abilities
- Proven track record in escalation management and interacting with customers
- Ability to multitask and manage time effectively
- Postgraduate with preferably 2-3 years of experience in customer support, account management experience or client servicing. CRM experience preferred
Job Classification
Industry: IT Services & ConsultingFunctional Area: IT Services & Consulting
Role Category: Customer Success
Role: Customer Success - Other
Employement Type: Full time
Contact Details:
Company: Capillary TechnologiesLocation(s): Bengaluru
Keyskills: Relationship management Ticketing Team management Brand management Performance management Account management Customer support Customer service Analytics CRM
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Capillary Technologies
About companyCapillary provides OmniChannel Engagement and Commerce solutions that help consumer brands increase customer reach, engagement, sales and loyalty. The solution suite includes CRM & Loyalty, MartJack E-Commerce Platform, Marketing Cloud, Customer Analytics, and O2O Commerce. Capilla...
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