Primary KRA

Ensure higher Product Adoption and great customer experience by conducting regular Happy to connect calls
Maintain a healthy relationship with all customers under his/her portfolio
Escalation point for the client, handle all cases of Grievances, dissatisfaction, issues with Process, disassociation with Product
Ensure higher NPS Score from all their customers
Customer Retention
Coordination with Dev & Customer for dev-related committed tickets
Receivables Follow Up's and collections

Knowledge

Stay up-to-date on product knowledge
Attend training and learn to cope with product changes and updates

Planning

Plan for the workflow for the day/week
Be organized in their work

Reporting

Maintain NPS Tracker
Happy to Connect the Calls tracker for customers under ...