Customer Service Representative

Position: Head of Account Management & Customer ServiceLocation: MumbaiNotice Period: Immediate joining preferredKey Responsibilities- Define and execute account management and customer service strategies aligned with business objectives - Build frameworks for client retention, upselling, and cross-selling opportunities - Develop and implement KPIs to track and improve customer satisfaction, loyalty, and revenue growth - Build strong client relationships and act as a trusted advisor to drive client success - Collaborate with internal teams such as Sales, Product, and Marketing to deliver holistic client solutions - Oversee the customer support team to ensure timely resolution of queries, complaints, and escalations - Implement best practices and technology solutions to enhance the customer experience - Continuously improve service delivery processes to increase efficiency and satisfaction - Lead, mentor, and grow a team of account managers and customer service professionals - Monitor client health metrics, churn rates, and service quality scores - Present regular reports and insights to leadership on customer satisfaction, retention, and revenue impact - Identify trends, risks, and opportunities to inform strategic decisionsKey Requirements- Proven experience in Account Management, Customer Success, or Customer Service, including leadership responsibilities - Strong track record of managing enterprise or high-value client accounts - Excellent leadership, communication, and negotiation skills - Ability to work cross-functionally and drive measurable business outcomesWhy Join- Be part of a rapidly growing organization driving innovation in the HR tech space - Work with cutting-edge technology and large-scale enterprise solutions - Opportunity to make a significant impact on customer success and business growth - A collaborative and fun work environment with room for professional advancement

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