We are seeking Sr. Officer for Customer Success to manage key client accounts, foster strong relationships, and ensure customer satisfaction. The role involves handling complex issues, collaborating with teams, and mentoring junior staff.
Job Title: Sr. Officer | Customer Success
Designation: Sr. Officer | Customer Success
Reports to: Customer Success Manager
Location: Bakhundole, Lalitpur, Nepal
Shift: Standard (09:00 AM to 06:00 PM) from Monday to Friday
Position Overview
The Senior Officer, Customer Success will focus on fostering and maintaining strong client relationships by engaging with customers, understanding their needs, and ensuring their satisfaction with our products and services. This role includes managing key client accounts, collaborating with internal teams to resolve complex issues, and leveraging customer feedback to identify areas for improvement. Additionally, the Senior Officer will mentor junior team members, oversee customer data, and contribute to enhancing the overall customer experience
Roles and Responsibilities
- Proactively engage with customers to understand their needs, collect feedback, and ensure their overall satisfaction with our products and services.
- Escalate complex issues to the appropriate departments while maintaining clear and effective communication with the customer.
- Build and maintain positive relationships with clients, serving as their primary point of contact for inquiries, support, and issue resolution.
- Manage high-value client accounts and strengthen customer relationships through proactive account management and accountability.
- Collaborate with cross-functional teams to ensure seamless handling of client queries and issues.
- Monitor and analyze customer feedback, such as client testimonials, and identify opportunities for improvement.
- Oversee and streamline customer data and documentation.
- Assist in the preparation of client reports and presentations.
- Contribute ideas and insights in team meetings to enhance the overall customer experience.
- Mentor and support junior customer success team members.
Skills and Qualifications
- Task-Related Skills and Certifications
- Master’s degree in the relative field.
- 3+ years of experience in Customer Success roles is a plus
- Competencies and Soft Skills
- Strong communication and interpersonal skills.
- Proficiency in customer relationship management (CRM) software and other relevant tools like JIRA, Excel, Google G Suite.
- Customer-focused with a commitment to delivering exceptional service.
- Detail-oriented and highly organized.
- Ability to work effectively in a collaborative team environment.
What We Offer
- Work in a multinational company operating in the Cloud & ICT domain, based out of the UK and operating in Australia, India, Nepal, Pakistan, and Bangladesh
- Best in class open, progressive, professional, and equal opportunity work environment
- Closely knit and supportive team members and a culture where your contributions, opinions, and diversity is welcome, respected, & encouraged
- Exposure to multi-disciplinary skill areas (including team management & leadership) in a vibrant start-up ecosystem with deep work involving world-class leaders like Amazon, Microsoft, Google, Alibaba, Digital Ocean, and Facebook
- Opportunity to travel regionally (as part of assignment/ training and development or delivery ) in Nepal, India, Pakistan, Bangladesh, or Srilanka.
How to apply?
Suitable candidates meeting the above criteria are requested to send their CV and cover letter to hr@genesesolution.com
Only shortlisted candidates will be invited for the further selection process. You are requested to clearly mention the position you are applying for in the subject of the email.
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