Client Success Manager

15 hours ago

DoubleTree by Hilton Hotel Gurgaon New Delhi NCR, India Ablehunt Consulting Full time

Job Role: Client Success Manager (CSM)

Exp 6-10 Years

Location: Gurugram HR

Role Objective: Job Profile seeking to ensure a High-Quality member experience, Foster Engagement and Maximize Retention for HNI and UHNI Members of the Network. This role is the primary relationship point after onboarding and involves curating meaningful connections, exclusive event access, and bespoke services.

Key Job Role and Responsibilities

  1. Manage a portfolio of Key Accounts, establish productive, professional, and profitable relationships with key personnel and CXO s in assigned customer accounts.
  2. Lead, mentor and train a team of account managers.
  3. Coordinate with various departments within the organization, including support, service, technology and manage resources, to ensure seamless functioning of the client accounts.
  4. Responsible for client receivables; planning and execution of contract renewals.
  5. Continuously identify opportunities for up-selling /cross-selling the product portfolio & meet assigned targets for profitable sales volume and strategic objectives.
  6. Proactively lead a joint company-strategic account planning process that develops mutual performance objectives, financial targets& critical milestones.
  7. Maintain a consistent schedule of online meetings with the client to manage performance objectives, customers expectations and assess customer needs on an ongoing basis.
  8. Document all requests and comments made by clients to ensure timely feedback and follow-up actions of client escalations.
  9. Lead solution development efforts that best address customer needs, while coordinating the involvement of all necessary
  10. Act as the dedicated relationship manager for assigned member- HNI and UHNI's.
  11. Curate introductions between members to maximize network value.
  12. Organize and coordinate exclusive events, roundtables, and experiences.
  13. Maintain high touch points through personalized communication.
  14. Track satisfaction, anticipate needs, and resolve concerns proactively.
  15. Drive membership renewals and upsell premium offerings.
  16. Onboarding: New Customer Onboarding is the most important task for any customer success manager.
  17. Renewals: Customer renewals keep the recurring revenue recurring. Follow up on current month or quarter renewals to avoid any last-minute surprise
  18. Upsell Campaigns: Upsell, expansion and upgrades are the three core ways to drive portfolio growth. A focused campaign or a planned nurturing campaign requires good timing, data, and strategy to be effective.
  19. Core Competencies:

a. Emotional intelligence,

b. Engagement Planning,

c. Conflict Resolution

d. Business Foresight

e. Warmth and Diplomacy

f. Attentive Listening

g. Cultural awareness

h. Client Centricity

i. Business Need Analysis

j. Business Negotiation

k. Cross-functional collaboration

l. Interpersonal skills

m. Problem Solving

Preferred Candidate Profile:

  1. Shall have 4–8 years in client relationship management within luxury, hospitality, wealth management, or membership clubs.

2. Experience in handling elite clientele and delivering white-glove service.

3. Event planning or luxury concierge background is a plus. Education

4. Graduate degree required; MBA or specialization in Luxury Management, Hospitality, or Marketing preferred

5. High emotional intelligence and interpersonal finesse.

  1. Ability to work under pressure and manage multiple

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