Sr . Customer Success

3 weeks ago

Chandigarh, India ProofHub Full time

Job Description Key Responsibilities: - Client Management: Serve as the main point of contact for a portfolio of key clients, developing a deep understanding of their needs and objectives. - Account Growth: Identify upsell and cross-sell opportunities to drive revenue and increase the value provided to clients. - Relationship Building: Establish and maintain strong, long-term relationships with client stakeholders at all levels, including executives, managers, and end-users. - Onboarding and Training: Guide clients through the onboarding process and deliver training to ensure they effectively use our products or services. - Product Expertise: Develop a deep understanding of the products or services, offering expert advice, recommendations, and insights to clients. - Client Success Plans: Collaborate with clients to create success plans, outlining clear goals, milestones, and strategies to drive desired outcomes. - Issue Resolution: Address and resolve client concerns and challenges in a timely manner, coordinating with internal teams to find solutions. - Feedback Collection: Gather and analyze client feedback to provide valuable insights for product improvements and enhancements. - Renewal Management: Ensure clients renew their contracts by proactively managing renewal processes and mitigating churn risks. - Reporting and Analytics: Utilize data to monitor client health, track usage, and provide actionable insights on client engagement. - Team Collaboration: Work closely with cross-functional teams (sales, product, support) to ensure a coordinated approach to client success and satisfaction. Qualifications: - Bachelor's degree in Business, Marketing, or a related field (Master's degree preferred) - Strong understanding of the industry, market trends, and competitive landscape - Excellent communication, negotiation, and relationship-building skills - Ability to understand client needs and provide tailored solutions that drive success - Strong analytical, problem-solving, and troubleshooting skills - Familiarity with customer success software and CRM tools (e.g., Salesforce, Gainsight) is a plus - Project management experience and knowledge of customer success methodologies - Customer-focused mindset with a passion for delivering exceptional service

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