Response Analyst, Campaign Manager, Sme Job in Magicbricks Realty Services Limited

Purpose of the role:

Responsible for the management of the post-sales relationship of a portfolio of customer accounts to foster long-term business partnerships

Key Responsibility:

Campaign Management

• Responsible for the management of the post-sales relationship of a portfolio of customer accounts to foster long-term businesspartnerships.
• Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Monitor customer healthto track usage and customer satisfaction.
• In concert with the Sales teams, forecast retention,renewal, and status for assigned accounts.

Customer Satisfaction

• Increase customersatisfaction by understanding business needs and providing solutions and resources.
• Act as an escalationpoint to drive problem resolutions in a timely and proactive manner.
• Delivery of periodic (monthly/quarterly) Customer Satisfaction report and Quarterly Business Reviews (QBRs) to review and analyze statistics, metrics, and provide recommendations.
• Engage proactively with customers using the engagement model (based on customer segment) laid out
• Understand and document customer s campaign flow (for large customers) and deep understanding of old success stories
• Aligning with key customer stakeholders to establish a stronger customer relationship management

Retention

• Identify at-risk renewalsand deliver on customer remediation plan
• Work on retention model to support sales with renewals and upsales

Advertiser Efficacy and Lead quality monitoring

• Monitor lead quality and utilization at advetisers end to help build positive MB perception

People Management

• Provide clarity, direction to direct reports and define the standards of performance for the team and drive accountability down the levels.
• Enable and deploy processes within the team that enable and recognize high-performance, develop and retain talent.
• Provide functional guidance on day-to-day basis.
• Design & manage end to end customer retention strategy
• Lead a highly motivated team to drive daily number targets
• Responsible to handle strategies for customer retargeting, CLM, loyalty programs, cross sell & upsell.

Competencies Required

Behavioural Competencies

• Effective communication skill
• Decision Making
• Strategic Orientation
• Achievement Orientation
• Problem Solving
• Managing Relationships
• Performance driven

Technical Competencies

• Good Knowledge of Excel
• Presentation skills
• Prior experience in customer success or equivalent history of increasing customer satisfaction, adoption and retention.
• Demonstrated excellence in working with high tech, cross-functional, and multidisciplinary teams.
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
• Excellent customer relationship management skills.
• Outstanding communication, understanding and writing skills.
• Excellent organizational, presentation and communication skills.
• Strong written and verbal skills.
• Have deep product knowledge of all product lines. Ability to showcase product demo + work out solutions for business use cases using best product-fit
• Work with internal cross-functional teams (product, sales, content, marketing, TC, support etc.)