31 Sify Technologies Jobs
Sify - Manager - Customer Experience (8-10 yrs)
Sify Technologies
posted 2d ago
Flexible timing
Key skills for the job
Job Description:
- Customer Experience is vital to our long-term profitability.
- We are hiring for a CEM to own and drive success for our customers.
- This role includes responsibilities for Customer Success activities (support, services, adoption, advocacy, retention, etc) and outcomes renewals, up-sell, etc.
Responsibilities:
- Drive Customer Success Outcomes.
- Increase renewal rates and reduce churn.
- Expand our revenue in accounts through cross-sell and up-sell.
- Influence future lifetime value through higher services adoption, customer satisfaction and overall health scores.
- Planning Service Governance Reviews for Top Accounts.
- Define and Optimize Customer Lifecycle.
- End to End customer life cycle management.
- Technical service reviews with clients and mitigate problem areas.
- Develop listening points in journey usage, satisfaction, etc.
- Identify opportunities for continuous improvement.
- Learn from best practices in industry.
- Represent and communicate the "voice of the customer".
- Measure Effectiveness of Customer Success.
- Achieve allocated sales and revenue targets.
- Lead and own contract renewals in collaboration with account management and finance where needed.
- Tracking Project Delivery & Support escalations.
- Liaising with cross-functional teams and ensuring overall improvement in customer satisfaction index.
- Track and report on renewal, expansion and upsell pipeline.
- Inspire Customer Success Across Company.
- Create culture of Customer Success for the region.
- Align with Marketing team around marketing strategies for existing clients.
- Align with Sales around cross-sell and up-sell and focus on selling with a retention focus.
Required Experience/Skills:
- Preferably engineering background.
- 8+ years' experience in leading customer-facing organizations.
- Demonstrated experience presenting to and building relationships with functional and C-level executives.
- Should possess fair knowledge of Telecom Network, Cloud, Data Center and Managed Services.
- Exposure in handling Enterprise / SMB Accounts.
- Ideally combined background of post-sale and sales experience.
- Strong empathy for customers and passion for revenue and growth.
- Deep understanding of value drivers in recurring revenue business models.
- Analytical and process-oriented mindset.
- Strong Customer Service experience.
- Effective time management with an ability to multitask.
- Excellent communication and presentation skills.
Functional Areas: Other
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