Client Success Associate
7 days ago
Vantage Circle is a Simple & AI-Powered Employee Recognition & Wellness Platform that helps drive Employee Engagement. Vantage Circle has been in business for more than 12 years now and is proud to work with some of the largest and well-known brands from across North America, Europe & Asia. We are among the top Employee Engagement products across the world with more than 2Mn users across 500 corporate clients. Check us out in G2 here
Vantage Circle is proud to be a Great Places to Work Certified company that is lead by a strong value driven culture, which thrives on a set of robust DE&I practices. Vantage Circle is a profitable company that has grown more than 3X in Revenues in the last 2 years.
A Client Success Associate co-owns client objectives and works across functions to deliver on each objective with a high degree of success. The Client Success Associate will lead all initiatives from client onboarding and new program configuration to curating initiates for driving overall program success.
Things you will do & drive:
New Client Onboarding
- Lead new client onboarding based on the agreed scope of requirements and as per our standard operating process.
- Assist the implementation team in configuration of program rules to set-up the client instance.
- Collaborate with the product and integration teams to ensure any customization and integration requirements are delivered in a seamless fashion.
- Collaborate with the design team to deliver all branding requirements for the roll out of the client program(s)
- Conduct training programs for client admins and users at the time of new program implementations.
Customer Management
- Professionally manage customer relationships to ensure consistently high satisfaction levels, as measured by monthly VoC (Voice of Customer) surveys.
- Continuously deliver outstanding service and problem resolution to ensure our organization is adhering to the high service levels expected by our customers. Liaise with different specialist teams such as the technology team or reward redemption team to deliver closure to client-initiated queries.
- Ensuring every customer within your portfolio renews their contract with Vantage circle
Program Success
- Assist in the development of success plans for customers that outline critical success factors, metrics for success, potential issues, and provide recommendations. Lead customer meetings to review all aspects of customer success, often including presentations to a large group of project stakeholders on an ongoing basis
- Monitoring and facilitating the customer’s adoption of our solution features and functionality providing Vantage Circle with an understanding of the customers overall business needs as they relate to our products. Furthermore, present program and platform success metrics to the client on a fortnightly basis to review and brainstorm ongoing progress against set objectives and potential initiatives for new value addition
- Demonstrating strategic value to the customer by understanding the customer’s ambition for recognition and effectively guiding and directing each customer to embrace best practice to deliver their ambition.
Relationship Management
- Understand the organizational structure of the customer company, identifying the areas that present a deep strategic partnership opportunity. Ensure that we maintain strategic partnerships across these areas of the customer company in order to maximize our “deep roots” within each customer account.
- Ensuring all your customers are positioned as references for the Vantage circle prospective customer base
Opportunity Development
- Working closely with the Sales team at Vantage circle to identify new opportunities within your customer base
- Drive incremental revenue within existing customer accounts through upselling new modules, or by co-initiating new programs/ new scope in partnership with the client.
You might be a great fit, if?
- BS/BA Degree
- 3+ years in a client success role for a B2B SAAS company and 7+ years in overall work experience in a Professional Services, Technology or SAAS company.
- Experience with change management and development of processes that drive efficiency, effectiveness, and clarity for all parties.
- You can think creatively and enjoy testing new approaches and tactics.
You get Bonus Points for
- Demonstrating success during a stint with one of our peer companies; those focused on Rewards, Recognition, Wellness & Engagement solutions.
- Experience with using HubSpot’s suite of products.
A career with Vantage Circle will get you.
- An attractive, above market median Base Salary
- Limitless wealth creation opportunities through Target Based Incentives & access to ESOP programs based on eligibility.
- Empowerment to innovate, take ownership, and drive positive change.
- Continuous Learning & Development opportunities
- Progressive vacation policy
**Salary**: ₹200,000.00 - ₹400,000.00 per year
Work Location: One location
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