Pmo Consultant

Role & responsibilities

• Leading Customer Service Team.
• Responsible to deliver The Best Customer Experience.
• Responsible to implement systems, process, and SOPs to improve the productivity and customer experience.
• Ensuring optimum client satisfaction, through consistent service delivery & value-added initiatives focused on timely resolutions, effective communication, and cost savings.
• Responsible for relationship building with customer, Project leaders and key stakeholders within extended accounts to deliver a great customer experience.
• Effective participation in MBRs I QBRs, regular intelligent reporting and effective CSAT framework.
• Ensuring KPI (Quality, SLA, Productivity, Documentation etc.) are met. Lead service delivery reviews on SLA adherence, Team performance, trends & Ongoing projects with client and internal stakeholders.
• Ensure all processes have well documented and up to date Standard Operating Procedures or Work Instructions to maintain standardization, compliance, and quality control.
• Lead Annual contract renewal calls with clients to ensure contract renewal/update as per changes in the existing business to meet compliance and client expectations.
• Guide individuals towards goal achievement using negotiation, teamwork / collaboration, motivation, and staff development skills.
• Establish monthly goals, daily report outs and coaching for each team member which eventually lead to an improvement in SLA adherence and team performance.
• Responsible for end-to-end transition of new businesses / processes which include drafting Statement of Works, hiring new employees, preparing, and executing transition plans to ensure smooth transitions.
• Existing Customer Management, Revenue Generation / Account Farming
• Ensuring effective communication between support agent and customer.
• Developing and Implementing Customer Experience strategies.
• Responsible for KPI deliveries.
• Serve as the Lead point of contact for all customer support matter.
• Creating SOPs of Customer Service execution.

Peferred candidate profile

• 6+ Year’s customer management Experience
• Proven work experience as a Manager Customer Service in a similar role (experience in a B2B SaaS company is a major plus)
• Experience working with brand image and promoting value through customer experience.
• Smart thinker, innovator, and decision-maker who can inspire customer loyalty
• Experience of working with Global clients
• Exception leadership and team handling skills.
• Experience in handling infuriated customers
• Experience in handling customer queries tactfully and diplomatically to ensure that they stay subscribed to our services.
• Technical skills are required, as they relate to the use of the product or service
• Analytical mindset and organized structure towards the Global Support Operation process.
• Exceptional ability to communicate and foster positive business relationships.
• Highly organized and able to multitask.