AVP - HR at Cogno AI by AllinCall
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Cogno AI - Manager - Customer Success (4-5 yrs)
Activities of the Team:
- Onboard new clients, help with necessary product training, and maintain a profitable relationship with the clients.
- Keeping a track of the usage of our Products across our clients.
- Identifying the implementations where the usage of the Product is low and that the client is not getting the right RoI.
- Identifying what has gone wrong, working with the Client, our Sales Team, and our Operations team to understand the exact reason for the lack of RoI, and establishing and implementing a plan of action to fix the same.
- Conducting training sessions with the clients to ensure the right understanding of our Products.
- Analyze customer data to improve customer experience.
- Minimize customer churn.
- Track and maintain good NPS and CSAT score for existing accounts, determine customer satisfaction, and use the findings to improve on areas of complaint.
- Tracking and managing the Software License Renewals.
- Individually managing the Customer Success for large Customers.
- Participating in the Recruitment process - interviewing candidates at the 1st and 2nd level.
- Keeping track of the team metrics, ensuring that they are as per the company's expectations.
- Leading the team, helping the Customer Success Associates, and providing them support wherever required in terms of client escalations, boosting morale, learning, and training, etc.
- Routing the Customer feedback to the Product team for building a better product.