Customer Success Associate

1 month 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 OverviewWe 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 Responsibilities1. Client Relationship ManagementAct 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 OrientationGuide 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 SupportEducate 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 AnalysisRegularly 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 StrategiesDevelop 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 CollaborationCollaborate 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 MetricsTrack 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 ManagementAddress 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 QualitiesStrong 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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