Team Lead / RM - Pune

Job Description

About Pazcare:Pazcare is Indias leading Employee benefits & Insurtech platform for employers. We are solving the problem for the 1 million employers and 100 million employees in managing their health insurance, term life and more comprehensive health benefits through technology. Currently growing at over 100% month-on-month, we have on boarded over 300 customers like GoMechanic, Goodera, Avail Finance, Mindtickle, Bookmyshow etc.In our pursuit of redefining Employee Benefits & insurance for India, we are backed by venture funds and famous entrepreneurs like Ashish Hemrajani (CEO, Bookmyshow), Haresh Chawla (Founding CEO, Network18) and other marquee investors.About the team Founded by serial entrepreneurs Sanchit Malik (ex-Co-founder Townscript) and Manish Mishra (ex-Director of Engineering, ClearTax & Mindtickle), the team consists of highly energetic management with experience of running & working for companies Bookmyshow, Zeta, Mindtickle, BharatPe, PayTM and more. We are. always on the lookout for like-minded teammates to disrupt the employee wellness and healthcare space.What You Will Be DoingThis role plays a critical role in ensuring that a companys customers have a positive experience and derive maximum value from the products or services they have purchased. This position involves a combination of leadership, customer relationship management, and strategic planning.Summary:The Team Lead / RM of Customer Success is responsible for overseeing and leading the customer success teams within a specific region. This role involves developing and implementing customer success strategies to drive customer satisfaction, retention, and revenue growth. The person will work closely with their team, as well as cross-functionally with sales, marketing, and product development departments, to ensure that customers achieve their desired outcomes.Note: Please apply if you are from insurance (health insurance - EB) background.Key Responsibilities:Team Leadership: Manage and lead a team of Customer Success Managers (CSMs) within the designated region. Provide guidance, coaching, and support to the CSMs to ensure they deliver exceptional service to customers. Set performance goals and conduct regular performance evaluations.Customer Relationship Management: Build and maintain strong relationships with key customers within the region. Serve as an escalation point for complex customer issues and ensure their resolution. Work to understand customer needs, challenges, and goals to tailor solutions accordingly.Customer Success Strategy: Develop and execute regional customer success strategies to maximize customer satisfaction and retention. Collaborate with the leadership team to align customer success initiatives with company objectives. Analyze customer data to identify trends and areas for improvement.Customer Engagement and Adoption: Implement customer engagement plans to ensure customers fully adopt and utilize the companys products or services. Develop onboarding and training programs to educate customers on best practices and maximize their ROI.Revenue Growth: Identify upsell and cross-sell opportunities to increase customer lifetime value. Work closely with the sales team to drive expansion within existing accounts.Feedback and Improvement: Collect and analyze customer feedback to identify areas for improvement in products and services. Advocate for customer needs and provide input to the product development team.Reporting and Metrics: Establish and monitor key performance indicators (KPIs) to assess the health of customer accounts. Provide regular reports and updates on customer success metrics to senior management Proficiency in excel.Qualifications: Bachelors degree in business, marketing, or a related field (Masters degree preferred). Proven experience in customer success, account management, or a related field, with a track record of successful team leadership. Strong understanding of customer relationship management and customer success methodologies. Excellent communication and interpersonal skills. Analytical mindset and the ability to use data to drive decision-making. Results-oriented, with a focus on customer satisfaction and revenue growth.Additional Requirement: Willingness to travel within the region as required Knowledge of relevant industry trends and best practices,

Keyskills :
Team LeadershipCustomer Relationship ManagementCustomer EngagementCustomer SuccessCustomer Success StrategyRevenue GrowthFeedbackImprovementReportingMetrics