Product Owner/Business Analyst

Overview

Job Title: Business Development Manager / Product Owner / Senior Business Analyst / Account Manager / Client Success Manager

Location: Hyderabad
Experience Required: Minimum 4 Years

Role Overview:

We are seeking a strategic and results-driven Business Development Manager / Product Owner / Senior Business Analyst / Account Manager / Client Success Manager to join our team in Hyderabad. This role is pivotal in driving business growth, enhancing customer experiences, and ensuring high customer satisfaction and retention. The ideal candidate will be responsible for managing customer relationships, optimizing CX processes, and driving revenue growth through strategic upselling and reselling.

Key Responsibility Areas (KRAs):

• Customer Communication and Relationship Management
• Serve as the primary point of contact for all customer communications, addressing queries, escalations, and updates.
• Build and maintain long-term relationships with customers by fostering trust and providing exceptional service.
• Facilitate effective communication between customers and internal teams to ensure customer needs are met.
• Overseeing CX Processes and Timelines
• Ensure the timely execution of CX processes such as onboarding, requirement gathering, feedback collection, and issue resolution.
• Monitor and coordinate with cross-functional teams (e.g., onboarding specialists, business analysts, and feedback analysts) to ensure smooth customer experiences.
• Continuously optimize CX workflows to enhance efficiency and effectiveness.
• Customer Satisfaction and Retention
• Continuously assess customer satisfaction and act on feedback to ensure high retention and low churn rates.
• Develop and implement strategies to enhance customer loyalty and advocacy.
• Conduct regular customer feedback sessions to understand pain points and improve service delivery.
• Upselling and Reselling
• Design and implement targeted upselling and reselling strategies to increase revenue from existing customers.
• Collaborate with sales and marketing teams to create effective campaigns and promotions.
• Analyze customer data to identify potential upsell opportunities and tailor offerings accordingly.
• Educate customers about additional services/products that align with their needs, driving incremental revenue growth.
• Issue Escalation and Resolution
• Act as the escalation point for unresolved customer concerns and ensure timely resolutions in collaboration with the support team.
• Proactively identify potential risks and implement preventive measures to avoid escalations.
• Maintain detailed records of escalations and resolutions for continuous improvement.
• Performance Monitoring and Reporting
• Track and report on CX metrics such as onboarding completion, NPS, CSAT, and churn rates.
• Provide actionable insights and recommendations to improve overall customer experience.
• Prepare and present detailed reports to leadership, highlighting key trends and growth opportunities.

Skills and Qualifications Required:

• Minimum of 4 years of experience in Business Development, Product Ownership, Business Analysis, Account Management, or Client Success Management.
• Proven track record in upselling and reselling strategies and revenue growth.
• Strong communication and interpersonal skills, with the ability to build long-term client relationships.
• In-depth knowledge of CX processes and customer satisfaction metrics.
• Analytical mindset with proficiency in using data to drive strategic decisions.
• Experience in working with cross-functional teams and managing complex projects.
• Strong problem-solving skills and the ability to handle high-pressure situations with a customer-centric approach.

Why Join Us?

• Opportunity to work in a dynamic and growing IT Industry (Service-based/Product-based).
• Collaborative and supportive work environment with career growth opportunities.
• Competitive compensation and performance-based incentives.
• Exposure to industry best practices and leadership opportunities.

If you are a strategic thinker with a passion for driving business growth and customer success, and have a proven ability to enhance customer experiences while achieving revenue targets, we encourage you to apply and become an integral part of our team in Hyderabad!

Job Types: Full-time, Permanent

Pay: ₹500,000.40 - ₹600,000.76 per year

Benefits:

• Paid sick time
• Paid time off

Schedule:

• Day shift
• Monday to Friday

Supplemental Pay:

• Performance bonus

Application Question(s):

• Have you worked in an environment where you were the SPOC with the Clients?
• Have you played the role of Business Development Manager / Product Owner / Senior Business Analyst / Account Manager / Client Success Manager?
• Current Salary?
• Expected Salary?
• Notice Period?

Work Location: In person