Client Success Executive
6 days ago
Job Description Client Success Executive Location: Kolkata Sector V Experience: 34 years of relevant experience Reports to: Client Success Manager & India Sales Head Type: Full-time Position Overview You'll be the bridge between clients and delivery teams (creative, media, SEO, tech), ensuring on-time, on-scope, on-quality delivery. This role has a clear growth path into Client Success Manager (CSM). Key Responsibilities Client Communication & Relationship Draft/share status updates, follow-ups, reminders, and meeting agendas, MOMs, recap emails. Run WBR/MBR/QBR cadences, track action items to closure. Build trust by setting expectations, clarifying scope, and handling escalations with poise. Delivery Ownership (Digital Marketing Focus) Own the deliverables tracker across SEO, Performance (Google/Meta),Social/Content, Email, Landing Pages/Web and Creative. First-line QA before client share: copy/typos, brand compliance, UTM tagging, links,device checks, pixel/GA4 events, form submissions, landing page speed, ad spec fit. Coordinate dependencies with creative, media, SEO, content, and dev; unblock via timely escalations. Manage change requests (CRs), scope adherence to SOW/SLAs, and maintain a risk register with mitigations. Reporting & Insights Compile weekly/monthly performance dashboards; highlight wins, gaps, and next actions. Prepare review decks with clear insights, ROI narratives, and an optimization backlog. Documentation & Commercial Hygiene Keep all communications traceable (MOMs, tickets, comments). Provide inputs for invoicing, effort logs, renewals, and upsell/cross-sell opportunities. Skills & Qualifications 34 years in client success/account management for digital marketing projects. Excellent written & verbal communication; crisp, structured documentation. Strong project/ops skills: timelines, dependencies, SLAs, stakeholder management. Working knowledge of SEO/SEM/PPC, social, content, email, landing pages, and basic web concepts. Hands-on with: Google Workspace, Sheets/Excel, Monday.com/Asana/Notion, GA4, Google Ads, Meta Ads Manager, Looker Studio; nice-to-haveJira/HubSpot/Slack. Certifications (good-to-have): Google Ads, Meta. Comfort with US/EMEA overlap hours when needed. Success Metrics (KPIs) On-time delivery %, SLA adherence, and incident rate Client satisfaction (CSAT/NPS) & renewal/retention Response/Resolution TAT for client requests Execution of WBR/MBR/QBR cadence (attendance, actions closed) Quality score of deliverables (QA pass rate) Qualified upsell/cross-sell opportunities created Compensation & Benefits Salary: Competitive and aligned with market standards, plus performance-linked incentives/bonus (based on KPIs like CSAT, SLA adherence, delivery quality, renewals/upsell). Benefits (as per company policy): o Health insurance/mediclaim (employee; dependents as per policy) o Provident Fund / ESIC (as applicable) o Paid time off: casual, sick, earned leave; company holidays (including regional festivals) o Hybrid/flexible work arrangements; overlap allowance if applicable o Laptop & required software/tools; mobile/internet reimbursement where applicable o Gratuity as per statute (eligibility per law) Industry - IT Services and IT Consulting Employment Type Full-time
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