Company Profile -Borzo (formerly Wefast) is one of the biggest and most technologically advanced players in the global same-day delivery market. We deliver unparalleled convenience to businesses and people, all the while creating millions of job opportunities.
Mission: Thrive to keep our customers happy and retained
Designation: Customer Success Executive
Location: Andheri East, Mumbai
Outcome: Growing customer portfolio to 200-300% and maintaining for next 5 years
Detailed Outcomes:
- Managing / Mentoring / Structuring the team of KSMs & SM's to developing initiatives that deliver unique value to customers.
- Optimise customer journey and identify gaps in customer facing processes
- Aligning and educating teams about the importance of Customer Success
- Forming upselling and cross-selling strategies
- Using Key Metrics and Preparing Reports
Competencies:
- 8 to 10 years of overall management experience with 5-6 years of experience in customer success or customer acquisition & retention related roles
- Exposure to subscription-renewal-based or delivery-based business processes, upselling, or cross-selling as well as deep knowledge of and experience in implementing Customer Success best practices
- Driving customer satisfaction and enhancing customer experience in their past work
- Ability to create strategies, implement them, track performance, and achieve set objectives
- Analytical thinking with keen problem-solving; process development and improvement; as well as task planning and delegation skills.
- Experience with CRM software (Salesforce, HubSpot, Pipedrive etc) and Google sheets / slides / tableau reading. A knack for data reading / understanding
- Actively participate in meetings with executives and contribute unique perspectives and value
- Strong communications and interpersonal skills, Process-orientation, Business acumen
- 1-2 years of experience in key accounts management
- 1-2 years of experience in client retention and client win back