Cafe Desire - Manager - Customer Success (4-10 Yrs) Hyderabad (After-Sales/Customer Service)

We are seeking a proactive and relationship-focused Customer Success Manager / Key Account Manager to be the dedicated point of contact for our existing corporate and franchise clientele. This role is crucial for ensuring maximum customer satisfaction, prompt issue resolution, and identifying growth opportunities. The ideal candidate will have 4 to 10 years of experience in account management, strong fluency in English and Hindi, and a demonstrated ability to nurture relationships that lead to upselling and cross-selling our vending solutions and premixes. Immediate joiners are preferred.What is Expected From You (Key Responsibilities)1. Single Point of Contact: Serve as the primary, dedicated point of contact for all assigned key customers, managing all their needs and inquiries end-to-end.2. Relationship Nurturing: Build deep, trusted, and professional relationships with key stakeholders within the customer organization to ensure high loyalty and satisfaction.3. Proactive Health Checks: Regularly check in with customers (via call/video) to monitor the health of their machines, satisfaction with premixes, and overall service experience.4. Issue Ownership & Resolution: Take complete ownership of any issues or escalations, coordinating swiftly with the Technical, Service, and Logistics teams until the matter is fully resolved.5. Identify Growth Opportunities: Proactively identify and execute upsell opportunities (e.g., higher capacity machines, new premium services) and cross-sell opportunities (e.g., new premix flavors, additional machines).6. Product Adoption & Training: Ensure customers are maximizing the use of their vending machines and understanding the benefits of new product offerings. Conduct necessary product refreshers or demos.7. Renewal Management: Manage contract renewals (where applicable, e.g., service contracts or franchise agreements), ensuring retention and negotiating favorable terms.8. Customer Feedback Loop: Capture, document, and relay structured feedback from customers to the Product and Management teams to drive internal improvements.9. Reporting: Maintain accurate records in the CRM and provide management with periodic reports on account health, potential churn risks, and quarterly sales contribution.10. Value Communication: Clearly articulate the ongoing value and ROI our solutions provide to the customer s business, reinforcing the partnership.Ideal Candidate (Requirements)1. Experience: Minimum 4 years of direct experience in Customer Success, Key Account Management, or post-sales Relationship Management.2. Language Fluency: Mandatory fluency in both English and Hindi (verbal and written) to effectively manage a diverse clientele.3. Sales Acumen: Proven track record of successfully identifying and closing upsell/cross-sell opportunities within an existing client base.4. Problem-Solving: Strong analytical and conflict-resolution skills with the ability to diagnose issues and facilitate complex internal fixes.5. Technical Comfort: Experience using CRM software to track customer interactions, issues, and sales opportunities.6. Industry Exposure (Preferred): Prior experience in the consumer durable, FMCG, B2B services, HORECA or appliance industry is a significant advantage.7. Communication Style: Exceptional interpersonal and negotiation skills, capable of building rapport with operational staff up to executive levels.8. Work Ethic: High degree of ownership and a Customer-First mindset-able to work independently and manage multiple key accounts simultaneously.9. Education: Bachelor s degree in Business Administration, Commerce, or a related field.10. Availability: Ability to join immediately or within a short notice period is highly preferred.Why Join Caf Desire?- A Culture of Growth: We believe in nurturing talent and providing continuous learning opportunities. Whether it s skill enhancement, career progression, or leadership development, we empower our employees to reach their full potential.- Work with a Market Leader: Caf Desire is a trusted name in the beverage vending industry, serving thousands of customers across industries. By joining us, you become a part of a brand that is respected, innovative, and growing rapidly.- Recognition & Rewards: We celebrate our employees achievements, big and small. Our performance-driven culture ensures that your hard work is recognized and rewarded.- A Supportive Team: We foster a collaborative and positive work environment where teamwork, respect, and mutual support are at the core of our success.- Bringing Joy in Every Sip: As part of Caf Desire, you ll contribute to enhancing workplace experiences for countless businesses by delivering high-quality products and excellent customer service.- Career Growth Opportunities: We don t just offer jobs; we offer careers! If you re looking for stability, career advancement, and a company that values ...

Payroll Type : Permanent