Unacademy – Senior Manager – Customer Success (5-12 yrs)

1.Champion opportunities to consistently Improve the Unacademy learner experience

2.Drive customer retention, reduce churn, and increase customer satisfaction

3.Map the customer journey and identify opportunities to proactively intervene on the clients behalf

4.Guide team in effective client issues resolution and handle any escalations

5.Develop listening points in the customer journey, define segmentation of the customer base and varying strategies, and identify opportunities for continuous improvement

6.Test new strategies for driving customer value

7.Continually review and evolve the collection of processes Unacademy uses to track, oversee and organize every interaction between the customer and Vivacity throughout the lifecycle

8.Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

9.Take ownership of customers issues and follow problems through to resolution

10.Set a clear mission and deploy strategies focused towards that mission

11.Control resources and utilise assets to achieve qualitative and quantitative target.