Client Success Analyst

4 weeks ago


Gurgaon, Haryana, India VMock Full time
About the Company:
VMock is a Career Acceleration Platform which is powered by Artificial Intelligence. Our aim is to empower students and professionals along the various phases of their career journey across the globe. Our fast-paced culture is a great fit for anyone looking to make a mark through their work to create impact globally while working with high caliber team members.
Our Mission:
Accelerate every student and professional's career journey to maximize their success.
Our Vision:
Offer SMART Career Acceleration Platform that acts like a personal coach to every job seeker along their career journey, globally.
Our Tenets:
Innovate - Innovation is at the heart of all our work at VMock. We deal with science fiction on a daily basis, and our vision is no less than something from Star Trek
Collaborate - Our 'ecosystem' mindset is focused on providing a seamless experience to our customers.
Delight - Each of us, here, is an army of one, contributing to our company's vision. We are constantly engaged to deliver something 'extra' to our clients.

The Role
As a Senior Client Success Analyst, you will support VMock's Client Success team in delivering the best Customer experience and focus on establishing and maintaining positive client relationships from an operational and business perspective.

What to expect from the Role-
Own post-sales account management for assigned portfolio and related communication
Liaise with University and/or Non-University partners to build strong partnership, gather/understand their requirements and own all aspects of client satisfaction, with a focus on ensuring product success
Forecast and track key account metrics (NPS, CSAT, CES, Growth, Account Health, etc.) for assigned accounts
Work closely with product teams and business disciplines as a bridge and drive the customization of VMock's offerings as per client requirements
Give product demos, explain value proposition, and manage client expectations
Drive user engagement on assigned accounts
Play a key role in Revenue and Retention by managing the assigned accounts and identifying cross sell/up sell opportunities and closing deals
Responsible for data analysis, proper maintenance of records and preparing key reports and presentations for client deliverables and senior management
Provide on-going support for advanced or escalated questions/issues/problems of assigned accounts
Own and drive data accuracy, system changes, process changes, and data hygiene
Perform Impact analysis of process changes to business systems and cross functional collaboration for implementing these changes
Data aggregation, analysis, and other data cleansing exercises that require system enhancements and process automation
Respond to inquiries from cross-functional teams regarding customer data
Assist in the upkeep and improvement of processes, and other tools as needed

Requirements-
Demonstrated ability to thrive in a fast-paced environment while maintaining a calm demeanor under pressure or when unexpected issues arise
Strong interest in learning and crafting technology products and solutions
Prior experience in geographies like US or Europe preferred
Excellent communication skills
Strong technical skills and capabilities to understand business applications, analytics, and platform technologies
Candidates having a bent of technology with sales mindset preferred
Data first thinking with impeccable attention to detail
Demonstrated proficiency of MS Excel and powerpoint
Effective problem solving, showing ownership, and following issues until resolved
Willing to work in full capacity in evening shift (1pm-10pm) and should be flexible with timings as per business requirements

Qualification and Background-
Bachelor's degree from a top tier institute/university
1+ years of experience in supporting or managing clients. Preferably clients utilizing business software, particularly in a web-based, SaaS environment

Additional Benefits -
Best in class Tools of trade
Medical Insurance - Employee & Immediate Family Members
Fast Pace Environment to foster growth


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