Customer Success Executive

7 months ago

Thudiyalur Coimbatore Tamil Nadu, India VMax Wellness Full time

**ROLE: Customer Success Executive**
**Reports to - Manager Client Success and Quality**

**About the Company**:
VMax Wellness was founded with a vision to inspire and encourage people to adopt a healthy lifestyle. Our enthusiastic and knowledgeable team provides bespoke fitness and nutrition plans tailored to individual requirements, to help achieve fitness goals and motivate individuals to live a healthier lifestyle. We aim to transform the lives of at least 1 million people and eradicate lifestyle diseases caused by obesity such as diabetes, heart diseases, thyroid, blood pressure, depression, PCOD, and some types of cancers. For more in detail, please visit

**About the job**

A Client Success Executive will be working full-time remotely. The CS is responsible for ensuring the satisfaction and retention of our clients by providing exceptional service, managing escalations, and identifying opportunities for improvement. This role requires strong communication, listening, and problem-solving skills and the ability to work collaboratively with internal teams to support client needs.
- **Key Responsibilities (KRA)**:

- **Client Relationship Management**: Build and maintain strong relationships with clients, ensuring their needs are met and their satisfaction is prioritized.
- **Escalation Management**: Handle and resolve escalated client issues promptly and effectively, ensuring client satisfaction.
- **Opportunity Identification**: Identify opportunities for improvement within our services and proactively work to implement changes.
- **SLA Adherence**: Ensure all service level agreements are met, maintaining high standards of service delivery.
- **Internal Collaboration**: Work closely with internal teams to ensure seamless support and service delivery to clients.
- **Reporting**: Regularly report on client satisfaction, retention rates, and any areas of concern or opportunity.
- **Key Performance Indicators (KPI)**:
**Client Satisfaction Rate**:Monitor and improve client satisfaction through surveys and feedback.

**Escalation Resolution Time**: Ensure timely resolution of escalated issues, tracking and improving response times.

**Retention Rate**:Work towards increasing client retention rates by addressing concerns and improving service delivery.

**SLA Compliance**: Maintain a high level of SLA compliance, tracking and reporting on any deviations.

**Internal Collaboration Metrics**: Measure the effectiveness of internal collaboration through feedback and team performance metrics.

**Revenue Growth**: Contribute to revenue growth by identifying and implementing strategies to increase client engagement and satisfaction.
- **Qualifications**:
A bachelor's degree in business administration, management, or a related field is optional,

Minimum 4 years of experience in client success or a similar role.

Excellent communication and interpersonal skills.

Strong problem-solving and decision-making abilities.

Proficiency in MS Office and client relationship management tools.

Experience in the fitness or wellness industry is a plus.

**Points to be noted**

This role requires working independently and as part of a team.

Must be able to handle a high-volume workload and manage multiple priorities simultaneously and should be able to work rotating shifts.

**Job Type**: Full time

Working Hours: 8 Hours ( Mon to Sat )

Job Mode: Onsite

Language: Bilingual - English / with any regional language)

**Job Types**: Full-time, Permanent

Pay: ₹300,000.00 - ₹360,000.00 per year

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Day shift

Application Question(s):

- This is an immediate hiring ? Are you available to join immediately ?
- What is your current Gross Salary per month ? and what is you expected Gross Salary per month

**Experience**:

- Customer Support: 3 years (required)

**Location**:

- Thudiyalur, Coimbatore, Tamil Nadu (required)

Work Location: In person

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