Customer Success Associate

3 weeks ago

Ahmedabad, India Moodahead Full time

Position: Customer Success Associate

Location: Ahmedabad, Gujarat

Role: FULL TIME (Work From Office Only)

Company: Moodahead

About Moodahead:

Moodahead is India's most affordable mental health brand, dedicated to making mental health services accessible to everyone. We are committed to fostering a supportive, empathetic, and inclusive environment for both our users and our team.

Role Overview

We are seeking a dedicated and empathetic Customer Success Associate to join the Moodahead team. The ideal candidate will have at least one year of experience in a customer success or client-facing role, with strong communication skills and a genuine passion for mental health advocacy. This role involves building meaningful relationships with clients, guiding them through Moodahead’s offerings, and ensuring a supportive and positive experience. As a Customer Success Associate, you will be instrumental in enhancing client satisfaction and supporting our mission to provide accessible mental health resources.

Roles and Responsibilities

1. Client Relationship Management

  • Act as the primary point of contact for clients, building and nurturing strong relationships through effective communication and understanding their needs.
  • Provide empathetic and responsive support to clients, ensuring a positive and supportive experience with Moodahead’s mental health services.
  • Conduct regular follow-up sessions with clients to assess satisfaction, address concerns, and identify opportunities for improvement.

2. Onboarding and Orientation

  • Guide new clients through the onboarding process, helping them understand Moodahead’s offerings, service guidelines, and available mental health resources.
  • Ensure clients feel comfortable and supported from their first interaction, providing a welcoming and positive experience.
  • Facilitate virtual or in-person walkthroughs of Moodahead’s platform, answering any initial questions and addressing potential hesitations or concerns.

3. Client Education and Support

  • Educate clients on Moodahead’s services, tools, and resources, ensuring they understand how to navigate and use the platform effectively.
  • Assist clients with appointment bookings, troubleshooting, and understanding Moodahead’s mental health programs, including therapy options and resources.
  • Create and share educational content, such as FAQs, step-by-step guides, or videos, to proactively address common questions and improve user experience.

4. Feedback Collection and Analysis

  • Regularly gather feedback from clients regarding their experience, satisfaction, and any suggestions for improvement.
  • Analyse client feedback to identify trends, pain points, and areas of potential service enhancement, ensuring that Moodahead continually improves its services.
  • Provide actionable insights to the product and marketing teams, contributing to strategies that enhance client satisfaction and retention.

5. Client Retention and Success Strategies

  • Develop and implement personalised client success plans, helping clients set and achieve their mental health goals within Moodahead’s ecosystem.
  • Proactively reach out to clients who may be disengaging to re-engage them with relevant resources, tools, or services.
  • Identify and address issues that may impact client satisfaction, including technical difficulties or unmet expectations, ensuring a positive long-term experience.

6. Cross-functional Collaboration

  • Collaborate closely with the product, marketing, and content teams to align client feedback with product development and improvement strategies.
  • Partner with mental health professionals on the team to enhance the client experience and ensure alignment with Moodahead’s brand voice and vision.
  • Participate in regular team meetings to provide client insights, share ideas, and contribute to a client-first culture within the company.

7. Reporting and Metrics

  • Track key performance indicators (KPIs) related to client satisfaction, retention, and success, providing regular reports to the Customer Success Manager.
  • Use CRM software and analytics tools to track engagement metrics, assess performance, and identify areas for improvement.
  • Prepare monthly and quarterly reports summarising client feedback, success metrics, and retention strategies, presenting findings to management.

8. Crisis and Conflict Management

  • Address and resolve any client grievances or conflicts in a calm and empathetic manner, ensuring client satisfaction and adherence to Moodahead’s ethical standards.
  • Implement de-escalation techniques in cases of heightened client concerns or dissatisfaction, ensuring respectful and constructive communication.
  • Coordinate with Moodahead’s mental health professionals in cases where clients may require urgent assistance or crisis intervention.

Required Skills and Qualities

  • Strong Communication Skills: Ability to communicate effectively, clearly, and empathetically with clients and team members.
  • Empathy and Sensitivity: A deep understanding of mental health topics and an ability to handle sensitive conversations with respect and professionalism.
  • Problem-Solving Abilities: Proactive in identifying challenges and implementing effective solutions to enhance client satisfaction.
  • Analytical Thinking: Ability to interpret client feedback and performance metrics to drive continuous improvement.
  • Team Collaboration: Strong team player with experience collaborating across departments to enhance the overall client experience.
  • Organisational Skills: Effective at managing time, prioritising tasks, and handling multiple client needs efficiently.

Educational Requirements:

  • Bachelor’s degree in Psychology, Social Work, Counseling, Marketing, or a related field.
  • Additional certifications in Customer Service , Client Relationship Management , or Mental Health Awareness are a plus.
  • Familiarity with mental health concepts, either through coursework or professional experience, is highly desirable.

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