Talent Acquisition Manager at Hindustan Times
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Hindustan Times - Regional Customer Success Manager (8-15 yrs)
Responsibilities.
- Scale-out the customer success model for our customers in the corporate retail segment (North).
- Leading a team of Customer Success executives in developing a proactive strategy for the resolution of customer issues and continually delight them.
- Responsible for overall customer service delivery & customer engagement process for the corporate(retail) segment.
- Institutionalizing/tracking of inbound Metrics.
- CSAT and NPS managing and tracking
- Works with products and tech teams by leveraging customer insights for prioritization, resolution, and timely delivery of integrations for a portfolio of clients.
- Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.
- Develop and share best practices with a team of recruiters to continually improve the quality, effectiveness, and efficiency of our processes.
- Drive upgrade revenue through increased product adoption and increased usage.
- Device a strategy and execute plans to bring back customers who no longer use our services.
- Drive and deliver upsell/cross-sell targets in the first two months of onboarding new clients.
Requirements :
- Bachelor's degree and 8-10 Years of experience in a client servicing role with at least 4 years in the recruitment industry managing recruiters
- Should have handled Client Servicing role in current and recent past roles, preferably in a job site.
- Demonstrated ability and desire to work and excel in a fast-paced environment
- Understanding of internet and web applications with a desire to learn new technologies.
