Total 41 customer service job vacancies in Chennai, Tamil Nadu

The Java Developer is a key role on a collaborative project team, which is responsible for the design and production of our core business systems. These systems satisfy customer and organizational business requirements and provide solutions that enable the organization to achieve its goals. The developer understands business problems and opportunities and applies technical skills in the design, development and testing of data flows, applications and systems

Roles and Responsibilities

This is with regards to an excellent opportunity with us and if you have that unique and unlimited passion to build world class enterprise software products that turn into actionable intelligence, then we have the right opportunity for you and your career.

As a Enterprise Customer Success Lead, your primary responsibility will be to engage with our clients, build strong relationships, and ensure they get the most value from our suite of products.

Key Responsibilities

Customer Relationship Management: 

Build and nurture customer relationships with a portfolio of assigned accounts, post onboarding through the entire customer lifecycle.

Retention Excellence: Focus on ensuring high customer retention rates and meeting retention goals.

Stakeholder Engagement: Develop and maintain trusted working relationships with key decision-makers and power users within client organizations.

Client Understanding: Gain a deep understanding of your assigned clients' needs, objectives, and processes to facilitate successful adoption of Freshworks products.

Value Maximization: Collaborate closely with the sales team to identify opportunities for upselling additional services, integrations, and features that enhance client success.

Proactive Risk Mitigation: Identify and proactively address risks to client success, engaging clients whenever retention issues are identified.

Retention Planning: Develop and execute retention plans for clients at risk of churn, ensuring their continued satisfaction.

Issue Resolution: Drive the resolution of escalated account issues, working closely with Billing, Support, and other departments. 

Product Expertise: Maintain an expert level of knowledge regarding Freshworks products and services.

Client Advocacy: Represent client interests internally, communicating product concerns, shortcomings, and missing features that may pose retention risks to senior leadership.

Contract Management: Manage inquiries, questions, and issues related to contracts from clients and other departments.

Rentokil Initial:

Rentokil Initial is an international business services company employing over 35,000 colleagues across 70 countries. We strive to protect people and enhance lives, for example by controlling pests, improving hygiene and improving interior spaces with plants and scenting. We are experts in the fields we operate in, investing in training, science, innovation and technology. Listening and acting on feedback is part of our culture to support colleagues and our customers. Rentokil Initial regards equality and fairness as a fundamental right of all of its colleagues. We live our values of Service, Relationships and Teamwork which were identified by our colleagues across the world. Find out more on careers.rentokil-initial.com

Our family of businesses:

Rentokil Pest Control is the world’s leading commercial pest control company, operating in 70 countries and ranked in the top 3 in 65 of those countries. Ranking in the top 3 in 38 of the 44 countries we operate in, Initial Hygiene is the market leader who provides quality, diligent and friendly services to all customers. In France, Initial Workwear specialises in the supply and laundering of workwear, garments and protective uniforms and equipment; focussing on top quality products and services. Our plant business; Ambius is seen as the expert in interior and exterior "landscaping"; operating across the US, Europe, Asia & Pacific. Steritech Brand Protection by Rentokil Initial is an industry leader and pioneer, providing innovative solutions that help customers to mitigate risks and drive business growth. We also have specialist businesses such as Medical Services, Specialist Hygiene and Property Care, which lead their respective fields. Across all of our operations globally, we have a positive reputation amongst our customers for our knowledge and integrity. We have central support functions of Human Resources, IT, Finance, Legal and Marketing & Innovation in the Rentokil Initial Head Office locations and in country. Working within our functions departments, you would be supporting all of our businesses within India.

Rentokil PCI is the leading pest control service provider in India. A Rentokil Initial brand, Rentokil PCI was formed in 2017 through a joint venture (JV) between Pest Control India, the number one pest control company in India, and Rentokil, the world’s leading pest control brand. Rentokil PCI aims to set new standards for customer service with operations across 250 locations in India. The JV brand also focuses on developing industry-leading service operations through the sharing of best practices, new innovations and the use of digital technologies.

GENERAL DUTIES & RESPONSIBILITIES

● To know and develop proficiency in handling internal company software platforms ie iCABS, ServiceTrak and any other systems that may be introduced.

● Organisation of schedule and planning of all service (including contracts, jobbing, call outs, etc.) requirements on a daily, weekly and monthly basis for all technicians within the branch

● Priority-wise planning of all due for Renewals visits, enquiries, call outs and complaints

● Liaise with Sales and Service team to best accommodate urgent service visit appointments and communicate changes to affected customers timely.

● Ensure customer service-related complaints or termination notifications are attended to effectively and promptly.

Manage service documentation and ensure all customer/technician’s feedback are followed up with actions

● Ensure all service data from dockets, log cards, service orders and other sources is updated accurately into business systems in timely manner

● Supports business transition from paper-based to system and digital-based planning, visit documents, whilst upholding documentation integrity.

● Review service report with OE and BM and highlight areas of concern – critical backlog and weekly trend to manager.

● Reviews and provides service compliance updates daily.

● Assist & help Assistant Branch Manager/Branch Manager in monitoring service productivity and efficiency related KPIs

● Maintain positive working relationship and effective communication with Sales & Service Colleagues, Supervisor, Technician, Operations staff for any service related issues. Coordinate with Sales for any available slots, time adjustment for new sales scheduling.

● Work with branch management to correct service areas distributed across the business based on annual revenue from areas, time on site, travel time & routine requirements

● Expected to be knowledgeable about company safety policies and safety (SRA) requirements on the job, be able to read and understand company policies

● Any unresolved issues should be quickly elevated to the next level of management for prompt resolution

● Any other similar duties as and when specified by the manager

KEY DELIVERABLES

● On time service planning

● Achieving progressive improvement in State of Service (SOS) and meet SOS targets assigned by the branch

● Minimizing service backlog (meet our contractual obligations)

CORE COMPETENCIES

● Be decisive

● Attention to details and accuracy

● Planning & organizing

● Analytical skills

● Customer oriented

● Negotiation skills would be an added advantage

● Ability to work patiently in a dynamic service environment

EDUCATIONAL / OTHER REQUIREMENTS

● Minimum graduation with 1 to 3 years of relevant experience of managing team

● Basic computer skills - for reporting/work management (Advanced computer skills would be an added advantage)

● Communication - speaking on phone to external customers & internally with technicians, other Operations colleagues.

● Knowledge of territory which is handled for planning

● Occasional Travel required within the Division

● Liaise with the Operations Manager, Operations Executive, Junior Operations Coordinator, Local Service Supervisors to establish service requirements and provide information, assurance and advice as required

● Communicate all service issues in a timely manner to the ABM/BM, Operations Manager

Are you interested? Here's what you can expect when you join us

Basic Pay

Group Mediclaim Insurance Policy

Equal Opportunities

Rentokil Initial believes in supporting all employees to provide equal opportunities and avoid discrimination. We also place emphasis on workplace diversity which means that we are serious about creating an inclusive environment that accepts each individual's differences, embraces their strengths and provides opportunities for all colleagues to achieve their full potential.

Customer Success Managers are responsible for an incredible customer experience, delivering joy and delight to our client community professionals. As a part of Experience.com’s Create WOW mission, Customer Success Managers build thriving client partnerships, aligning customer business goals to an accelerated approach that maximizes value realization from Experience.com’ solutions. The Customer Success discipline ensures high customer satisfaction levels, successful engagement with our platform and products, increased retention and driven growth, and a consistently strong actualization of value from solutions by developing and executing proactive success plans.

Key Duties & Responsibilities

Essential Duties and Responsibilities:

• Create and execute Customer Success plans to establish strong trust-based client relationships, driving adoption and business value from solutions and our partnerships.
• Establish proactive, value-driven, high-touch relationships with customers to understand, document, and align client strategies and business objectives with Experience.com’s product portfolio and service capabilities.
• Deliver a proactive engagement and communication strategy that focuses on meeting customer outcomes, creating client advocates that evangelize Experience.com and drive new opportunities.
• Engage consistently with customers throughout the client lifecycle to ensure alignment on actual vs. expected performance, value realization, and business goals, to drive solution and partnership impact.
• Manage programs and optimize processes in the Experience.com Customer Journey, utilizing success markers to maintain the proper balance between technology and touch to maximize customer health.
• Define and monitor key performance indicators on a portfolio of clients and execute actions to ensure these targets are consistently met and jointly scored between Experience.com and our customers.
• Educate customers on Experience.com’s solution landscape, relevant to their business practices, while also conducting workshops to build stakeholder alignment on joint roadmap for products and services.
• Work collaboratively across the Experience.com organization to amplify the impact of client feedback, ensuring customer questions, comments, and concerns lead to consolidated, actionable plans that deliver results.
• Partner extensively with the internal stakeholders to support account teams in conducting business reviews and structured engagements that deliver valuable business insights and roadmap alignment.
• Design, develop, and deliver customer success engagements and campaigns that mitigate risk, reduce churn, drive referrals, and maximize growth on the account, deployed internally and externally.
• Manage the customer experience, orchestrating and collaborating with the internal teams and resources to ensure and document clients’ progress, achieve their goals, and execute cohesively.
• Direct a cross-functional approach that supports the customer onboarding framework by identifying and executing actions that drive client business value realization against purchased solution scopes.

• Advocate for customers by channeling the ‘Voice of the Customer’ to drive best practices, aligning their business roadmap with our platforms and solutions, and engaging them as a community.
• Execute on or participate in the Experience.com Customer Success organization’s alignment and evolution of programs to accommodate changes in business requirements, partner or vendor agreements, etc.
• Evaluate and generate internal buy-in to the Customer Success philosophy and ensure it permeates all organizations, departments, programs, and initiatives across the company.
• Foster a Customer Success culture by sharing customer insights, wins, and growth opportunities that inform sales, engineering, marketing, and service improvement opportunities.
• Monitor client usage against costs of consumption for input into utilization management recommendations.
• Maintain industry and technical knowledge by attending workshops and reviewing relevant publications, establishing networks, and participating in professional organizations.

Key Performance Indicators

1)  Gross Revenue Retention (GRR) for individual assigned account portfolio.

2)  Net Revenue Retention (NRR) inclusive of expansions and growth of client relationships.

3)  Customer Health inclusive of client satisfaction measures including Net Promoter Score (NPS) and Customer Satisfaction (CSAT).

Skills and Experience

• Bachelor’s Degree in a relevant field, such as business management, industry, or program management. Master’s Degree or other advanced degree preferred. Six Sigma Green Belt or higher a plus.
• 5+ years of progressive experience in customer success, account management, customer operations, client services, or program management in a client-facing capacity, with direct accountability for retention and expansion of the customer account relationship.
• Prior experience with managed services or cloud services brokerage is a plus.
• Exceptionally strong consultative, presentation, and relationship skills are essential.
• Experience working with Executive and C-Level Teams.
• Ability to understand and document customer requirements, map to product, track and report metrics, identify upsell and cross-sell opportunities.
• ITIL, PMP, COBIT, or related industry certifications are a plus.
• Experience with Salesforce or Service Cloud is a plus.
• Proven history of identifying and executing actions to drive high levels of customer retention and growth.
• Prior experience with data modeling and predictive analytics.
• Strong ability to manage process execution across the Information Technology stakeholder, partner, and vendor ecosystems; experience with cloud vendor systems such as Microsoft or Cisco a plus.
• Proven ability to facilitate and work across internal teams (Engineering, Product Operations, Sales, Finance, etc.) to obtain knowledge and necessary information in accelerating delivery efforts.
• Excellent written and verbal communication skills, with the ability to convey highly technical information in an easy-to-understand manner.
• Excellent organizational skills and experience managing competing priorities.

Competencies & Proficiencies

[MOD] Building Effective Relationships

• Adapting effective communication methods and tools given the audience and information.
• Maximizing defined relationships such that the mutually aligned goals and objectives are achieved.
• Motivating aligned stakeholders by communicating a vision that is adapted to their context and needs.
• Reducing potential conflict by proactively nurturing relationships with aligned individuals.

[MOD] Bias for Action

• Managing project and program work effectively, delivering against known goals and deadlines.
• Contextualizing a known playbook given unexpected circumstances to meet goals and solve problems.
• Uses autonomy to correctly identify the cause of a problem or situation and apply the appropriate solution.
• Maintaining coalitions of support for necessary action, despite competing priorities.

[MOD] Disciplined and Strategic Thinking

• Learning from past actions and outcomes to consistently improve in work quality.
• Quickly defining the problem and applying the most effective solution – not merely the most obvious one.
• Filtering for ambiguity that impacts the goals at hand, instead of being reactive to atmospheric complexity.
• Using sound judgment to select the appropriate course of action given the situation at hand and data available.

About Us

We believe that experience is everything. Experience.com has built the most impactful Experience Management Platform (XMP) available anywhere, with features to drive operational and behavioral change, in real-time, during the moments that matter. XMP delivers impactful business outcomes including increased customer satisfaction, brand loyalty, online reputation and visibility, as well as improved employee engagement, and compliance - making every experience matter more.

Founded in 2015 and originally founded as SocialSurvey, Experience.com is headquartered in San Ramon, Calif. and backed by SavantGrowth (fka Kennet Partners), Silicon Valley Data Capital, Tri-Valley Ventures, and Wilson Sonsini Goodrich & Rosati.

Indian Registered name: Buyers Road India Private Limited

URL: www.experience.com

Job Role:  

The Customer Success Associate will proactively engage with customers to provide strategic and tactical guidance to them in order to increase the value they acquire from Freshworks suite of products.  

Role Requirement:  

● Engage proactively with customers using the engagement model (based on customer segment) laid out 

 ● Understand and document customer’s business flow (for large customers) and deep understanding of use-cases  

● Have deep product knowledge of all product lines. Ability to showcase product demo + work out solutions for business use cases using best product-fit  

● Aligning with key customer stakeholders to establish a stronger customer relationship management program (stakeholder mapping)  

● Evaluate how customers manage their Freshworks product suite investment & identify efficiency and effectiveness gains (process & tools)  

● Promote awareness of the latest innovations Freshworks is releasing (products/features in pipeline)  

● Work with internal cross-functional teams (product, sales, pre-sales, marketing, product marketing, support etc.) to ensure customer’s issues/solutions are addressed  

● Work with Program Manager (Customer Success) to derive data driven insights/intelligence to run focused and result-oriented customer engagement programs. Understanding of SaaS metrics and  

● Own two key metrics (Increase Product-Adoption & Customer Retention)  

● Use customer management tool (Natero) (Training will be provided to get familiar)  

● Implement and support compliance to Freshworks compliance and information security processes  

• Professionally manage relationships with a portfolio of assigned accounts
• Build executive relationships within the customers organization
• Make sure you exceed customer retention goals and ensure consistently high retention rates
• Build and maintain strong, trusted working relationships with key decision-makers and power users starting from onboarding and throughout the customer lifecycle
• Gain a thorough understanding of assigned client’s needs, objectives, and processes to ensure that they successfully adopt and deploy Freshworks suite of products
• Ensure that customers derive maximum value from Freshworks and collaborate with the sales team to help upsell additional services, integrations, and features
• Identify risks to client success and aggressively/proactively engage the client whenever there’s an identified retention issue
• Develop and execute retention plans for customers who may be at risk
• Drive resolution of escalated account issues in coordination with Billing, Support, and other departments
• Gain and maintain expert knowledge of Freshworks’s products and services
• Be a voice for accounts internally and help senior leadership understand product concerns, shortcomings, and missing features that are retention risks
• Manage contract related inquiries, questions, and issues from clients and other departments
• Liaise with other team leaders to make sure that Freshworks’s clients are getting the best service possible

Job Role

Freshworks is looking for an exceptional addition to our Customer Success team. Being a customer champion is part of our culture and a guideline for anything we do. Our team plays a central role in this effort and is the primary driver to retain and develop our existing customers.

As a Manager Customer Success (CSM), you will act as a strategic consultant and trusted advisor to our SMB customers. You dedicatedly engage with key partners and help them use the Freshworks platform fully.

Job Summary

Lead the overall strategic plan for the Customer Success team for a particular region based on customer segmentation.
Focus on key metrics - Churn, NRR, NPS by driving product adoption and delivering outstanding customer experience.
Deliver customer value through programs and initiatives.
Recruit and lead high performing teams that are highly motivated and engaged. Inspire and lead by challenging and maximizing the team's strength and aligning its efforts to CXG org's strategy.
Work closely with sales management and Regional Directors to drive cross-functionally and align on business strategies, renewal forecasting, engagement plans, and growth opportunities.
Manage customer escalations with speed and urgency, mobilizing resources across the company as appropriate.
Work closely with Program Manager (Customer Success) to derive data-driven insights/intelligence to run focused and result-oriented customer engagement programs.
Aligning with key customer stakeholders to establish a stronger customer relationship
management program (stakeholder mapping)
Implement and support compliance to Freshworks compliance and information security
processes

Responsibilities:

• Build and nurture customer relationships with a portfolio of assigned accounts, Develop and maintain trusted working relationships with key decision-makers and power users within client organizations.
• Achieve high customer retention rates, Identify and manage risks through proactive touchpoints and taking the lead in developing resolution strategies
• Gain a deep understanding of your assigned clients' needs, objectives, and processes to facilitate successful adoption of Freshworks products.
• Collaborate closely with the sales team to identify opportunities for upselling additional services, integrations, and features that enhance client success.
• Drive the resolution of escalated account issues, working closely with Billing, Support, and other departments. 
• Maintain an expert level of knowledge regarding Freshworks products and services.
• Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars and blogs
• Partner with Account Managers to help ensure expansion opportunities are identified and closed successfully
• Gain deep understanding of Freshworks contractual and commercial processes
• Engage in field visits and attend Freshworks events(subject to business need and impact) to meet key customers in person and conduct strategic meetings
• Be a part of the Customer Success pool, manage customer success needs reactively for accounts in the High Velocity segment, primarily consisting of Enterprise customers with significant growth potential

How we describe our team

We are a multi-talented team who owns the infrastructure of our company’s modern and seamless, customer-facing digital experience, built as an external suite of tools for our customers, vendors, service providers, and employees.  We are Configuration Engineers, System Administrators, Database Engineers, System Analysts, Product Managers, and Scrum Masters working with systems based in the Cloud and On-Prem.  We are empowered as a team to make the right decisions to support our Application Development teams, with a focus on continuous learning, adaptation, and change to ensure our company is a technology leader in the logistics industry.  We provide stable and reliable environments and tools to allow for that change with minimal impact.  We are the team ensuring the foundation is good so that the house is stable and try to have fun doing it!

Why we like it here

Communication and Collaboration with team members dedicated to the work but keeping a focus on work life balance.  Celebrating each other's accomplishments and trusting each other to provide honest feedback.  Discussing new ideas and creating the path forward together.  We strongly believe in a vision to create unlimited opportunities for our people through sustainable growth and strategic focus, inspiring our premier customer-focused logistics organization.

What are we building

Scalable system infrastructure for Development teams in two countries for one web-based application utilizing RHEL, Azure Cloud, Ansible, GitLab, Kubernetes and other technologies as we continue to grow. We set expectations to deliver best in class results with timeliness to capture eager markets, looking for innovative approaches to overcome the challenges faced by Development, Operations, Continuous Deployments, and most importantly our Customers!

Who we need and what is the System Administrator Job Description

Our System Administrator needs to be able to handle building and supporting our essential infrastructure both for on Prem (UNIX) and Cloud based (Azure) servers through support, troubleshooting, installation, and deployment.  Be creative during collaboration on best practices and ways to improve performance along with efficiency.  Possess resolve for troubleshooting complex and simple issues alike.  They will have a keen eye for recognizing inefficiency and take the initiative to simplify processes for their team and customers.  A solid understanding of automation and infrastructure as code would be desired!

Primary Responsibilities

• Utilizing Infrastructure as Code best practices, develop, maintain, and enhance systems.
• Provide recommendations to management through research and review of recent industry solutions in various UNIX related technologies.
• Perform system builds and hardware upgrades for UNIX servers with ability to utilize Ansible.
• Diagnose and isolate operating system, server-side networking, and application-related problems; create workarounds or conduct system and disk recovery as necessary.
• Create documentation and training material; provide training to others to ensure cross collaboration.
• Provide production support for servers and data storage including after-hours, on-call support.
• Perform hardware maintenance, repairs, and replacements.
• Enable and maintain system backups utilizing backup software and web-based monitoring tools.

ValGenesis is seeking a Customer Technical Support - Level 1, who will be responsible for providing exceptional technical support to our customers in the pharma, biopharma, and medical devices industries. You will assist customers through phone and email communication, addressing their inquiries, troubleshooting basic challenges, and providing valuable assistance. You will have the opportunity to learn and utilize our cutting-edge digital platforms and gain expertise in supporting clients' business processes.

Responsibilities

• Take ownership of technical customer issues and ensure timely reporting and resolution
• Provide excellent customer service by effectively communicating with customers via phone and email
• Conduct screen sharing and technical demos to guide customers and facilitate learning
• Research and document technical issues and share insights with internal stakeholders
• Collaborate with the CTS team and escalate complex inquiries to Level 2 representatives as needed

*Please note - this role is based onsite. We operate on rotational shifts to provide 24/7 support, including weekends and holidays.

• 2-4 years of experience in a customer facing support role
• Bachelor's degree in Science or Engineering, or equivalent experience in delivering technical support at a SaaS company
• Strong customer service skills with a customer-focused mindset
• Excellent written and verbal communication skills
• Flexible to accommodate clients' global time zones
• Familiarity with technical concepts, standards, and procedures
• Ability to explain technical concepts in simple terms
• Results-oriented with a strong drive for success
• Ability to work independently and collaboratively in a fast-paced environment
• Emotional intelligence and patience in handling customer inquiries
• High level of integrity, respect, and commitment
• Self-motivated with the ability to work with minimal supervision

Nice to have

• Prior experience supporting a high-growth organization
• Proven track record in managing client relationships
• Knowledge of Incident Management System

How We Work

Our Chennai and Bangalore offices are onsite, 5 days per week. We believe that in-person interaction and collaboration fosters creativity, and a sense of community, and is critical to our future success as a company. 

ValGenesis is an equal-opportunity employer that makes employment decisions on the basis of merit. Our goal is to have the best-qualified people in every job. All qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, disability, or any other characteristics protected by local law.

About the role:

Nearly 50% of churn happens within the first year of the customer’s life cycle. Thus, the first year of the customer’s post-purchase period is critical in terms of them learning the product, adopting and using it for long term success. 

The Seamless Start program is an ambitious new initiative to provide a delightful experience for each and every new customer that purchases a Freshworks product, guiding and hand-holding them to drive value realization from Day 1 through product adoption and personalized engagements.

The Associate Program Manager (APM) would be responsible for implementing, scaling and continuously improving the Seamless Start customer engagement model. It would include consistent achievement of engagement, adoption and usage targets. He/She would be conducting regular analysis of the individual performance of CSMs and customer feedback, for identifying improvement opportunities in our internal processes and personnel and implement them. 

The ideal candidate for this role would be team-oriented, methodical, analytical and above all, obsessed with customers. He/ she should also possess the qualities of a mentor leader, guiding & enabling team members to excel and perform better.

Key Responsibilities:

• Develop a robust & scalable research framework for understanding customers’ business requirements and preparing a pitch and roadmap for the realization of their goals using our product(s).
• Develop a strong framework for facilitating consistency of performance across team members in terms of driving customer engagements, sign-ups for onboarding and product adoption.
• Conduct studies to find gaps in the Seamless Start process and coach team members to excel and perform better by equipping them with the right tools & skill-sets.
• Create innovative solutions and initiatives for improvement in driving product adoption and usage at scale in collaboration with business analysts.
• Setup quality audit systems to ensure consistency and delight in customer experience.
• Monitor KPIs and drive systematic initiatives.

Conduct pilots on new initiatives and improve the program through continuous improvement.