Client Success Officer

Role: Client Success Officer

Experience - 3 years

Zyeta is much more than a design and build company – we transform lives through innovative workplace design. We strongly believe in the well-being of our employees and their families. That is why we offer generous health and wellness programs and time away for employees of all levels. We believe amazing things happen when we work together in an environment where everyone feels a true sense of belonging, and that what matters most in a candidate is having the skills needed to succeed. It inspires us to invest in our talent and support career growth. Join us to challenge yourself with work that matters. To succeed at Zyeta, you must be energetic, highly organized, and smart working. You should have a passion for the brand and the ability to create exceptional client experiences.

Zyeta is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

Pre-Bid Stage

• Support Business Development Team to gather required data and documentation for the pre-qualification process
• Identify pain points and wish lists of clients and help create documents and strategies for client engagement
• Study the given client’s business model
• Support Business Development Team to create and validate MEDDIC (any other process-driven approach that Zyeta may adopt in the future) created by them
• Support BD team in offering unique value propositions (uniquely tailored-commercial teaching) that Zyeta can bring to the given client
• Evaluate the type of competency available in Zyeta team to offer the above value propositions. If not, plan on outsourcing the same.
• Receive feedback at every stage of the project, sensitize the team and implement.
• Aggressively respond to any client feedback and needs.

Bid Stage

• Collaborate closely with Business Development Team to identify clients’ requirements, pain points, wish lists, their company culture, business needs, and all technical parameters.
• Strategize, drive/execute and win the overall bid and pitch along with Business Development by understanding clients’ business models, and business needs and creating unique solutions and value for the clients
• Strategize and validate design bid and pitch along with the Lead Architect to ensure all aspects of the RFP and value addition are captured through the design. To validate that the design proposed is aligned to overall winnable solutions by Zyeta.
• Plan for contingencies and risks in the bid.
• Have clear answers (strategy) to the following:
• Why should we be awarded the project?
• How will we win the project?
• How do we establish our competence compared to the competition?
• How do we address possible and ongoing objections against us?
• Clearly spell out the project’s aims and goals which are aligned to the Client’s aims and goals
• Ensure timely delivery and thorough review of designs, costs, presentation decks, and all related documents for submission to ensure all requirements are met
• Make P&L for the project
• Go beyond the obvious to add value to the pitch/design to ensure the winnability of the project
• Monitor the overall quality of the pitch and deliverables
• Create documents and methodologies to effectively communicate value and solutions to clients in the most cutting-edge manner.

Project Execution Stage

• Align to client’s KPI and project’s goal.
• Certify cashflow prepared by project manager in consultation with Finance and PM.
• Moderate con-calls between the client and in-house teams; address various issues on both sides to ensure seamless progression of the project
• Plan for contingencies and risks to be planned independently and tallied with PM’s risk
• Periodic review of drawings, documents, schedule, budget tracking, and proactive risk management with Design and Project Management Teams
• Periodic health check of the overall project with respect to various parameters
• Ensure that the design intent is met both through drawings and on-site execution
• Cross-verify the overall status of the project, open action items, costs and timelines through vendors and clients.
• Represent the technical “Voice of the Customer” within Zyeta to inform and influence different teams and align
• Be empathetic and have a positive attitude with a desire to help clients reach their goals
• Handle and resolve client requests and complaints
• Advice and educate clients towards the right solution
• Ensure seamless communication between clients and the organization throughout the project duration.
• Act as the point of accountability for the clients and within the organization

Project Closure Stage

• Verify that the training sessions and complete techno-commercial closure is exercised in conjunction with the Project Manager
• Improve onboarding processes and improve the handover experience to the client by offering client assistance beyond the project.
• Engage clients and procure feedback on overall project experience and formulate a Lessons Learnt document
• Build, maintain and leverage strong relationships with Clients even after project closure.
• Document business-value-driven customer success stories
• Plan for post-handover survey

• Mandatory: Please attach your portfolio with the resume while applying.