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Account Associate

4 weeks ago

Gurugram Haryana, India The Knot Worldwide Full time

**ABOUT THE ROLE AND OUR TEAM**

The Knot Worldwide, locally known as WeddingWire India, is looking for an Account Coordinator to join the team who will be responsible for building rapport with all the customers & act as an advisor. Our Account Coordinators are independent, highly motivated, and can successfully achieve goals. They excel in creating connections, building rapport with business owners and decision-makers, and understanding their goals and needs. The team builds valuable partnerships with local wedding professionals and drives meaningful success to local businesses.

**RESPONSIBILITIES**:
Closely collaborate with Sales to deliver a positive and welcoming onboarding experience for our customers making sure the Customer's Success Value Points and Outcomes are fully understood and documented.

Ensure that key hand-offs during the customer lifecycle are executed flawlessly with no negative impact on the customer experience.

Regular checks with customers to understand their goals and the value WWI can bring to their business by identifying upsell and cross-sell opportunities that can help Customers expand & improve their business.

Ability to Analyze Customer Data and recommend effective segmentation to drive appropriate customer interactions and touchpoints.

Initiate and maintain comprehensive Customer Success Plans & Playbooks that define and document Customer Journey.

Collaborating with Account Management and Delivery & Service teams, foster a success-oriented and accountable environment.

Drive and influence the value, usage, and adoption of our products and services using metrics developed collaboratively with other functional teams.

By closely monitoring customer success health and key indicators and close Customer interaction, take the lead in proactively resolving customer-specific product and service issues before a negative impact on the customer experience.

Conduct regular customer health checks, highlighting customer success achievements, proactively suggesting solutions to customer concerns, and driving identified improvement opportunities

Work closely with the sales team and create upsell opportunities - highly critical.

**SUCCESSFUL CANDIDATES MUST HAVE**:
Educational Qualification: Bachelor’s degree from any Tier 1/Tier 2 college

Work Experience: 2+ Years in a Customer Relationship Management/ Account Management Role

Key Skills: Customer Experience Champion, Strong Oral and Written communication skills, Consultative approach to account management, Deep customer empathy.