Customer Success Manager MNR Solutions Pvt Ltd

About MNR Solutions Pvt Ltd

Job Description

Position: Senior Manager / Lead Customer Support

Work Experience 5 Years.

Location Delhi

Salary 14 LPA

Industry D2C, fintech, SaaS, or consumer internet companies.

Key Responsibilities

Customer Experience Strategy & Execution

• Build and scale the end-to-end customer experience journey across all touchpoints (voice, chat, email, social, etc.).
• Define KPIs and implement systems to track CSAT, NPS, FRT, TAT, and resolution rates.
• Develop SOPs, training programs, and quality frameworks to ensure high-touch, consistent customer engagement.

Customer Support Operations

• Set up and manage support tools (CRMs, Helpdesks like Freshdesk, Zendesk).
• Drive efficiency in ticket handling, escalation management, and root-cause analysis.
• Establish internal feedback loops to continually improve the customer experience.

Revenue Enablement

• Design and implement processes for cross-selling and upselling during customer support interactions.
• Train the CX team to identify revenue opportunities while maintaining a service-first mindset.
• Collaborate with Sales & Marketing teams to align on customer lifecycle journeys and value offerings.

Leadership & Team Development

• Hire, mentor, and manage a high-performing support team aligned with business goals and customer values.
• Foster a culture of empathy, ownership, and performance excellence within the CX function.

Customer Advocacy & VOC

• Act as the voice of the customer internally by synthesizing feedback into actionable insights.
• Drive initiatives to reduce churn, increase loyalty, and boost referral engagement.

Cross-Functional Collaboration

• Work closely with Product, Tech, Operations, and Marketing to resolve systemic issues and influence roadmaps.
• Support campaigns and launches with seamless CX planning and execution.

 Contact 9289350469 chanchal.v@mnrsolutions.in