Global Client Success Specialist
1 day ago
About InOrg Global:
We are a global organization empowering businesses to achieve growth at scale.
Our team is dedicated to providing holistic support to our clients, going beyond mere infrastructure and HR assistance.
As a strategic partner, we aim to enable the seamless establishment and operational success of our clients' GCCs in India.
Learn more about us at inorg.com.
The Global Client Success Specialist is a key role within our organization, responsible for delivering exceptional service to our clients.
This individual will be customer-focused, motivated, and engaged in providing service excellence to our clients.
They will ensure that our clients receive maximum value and a seamless experience by enabling them to fully leverage their subscriptions and services on an ongoing basis.
- Build strong, credible relationships with our clients by supporting them to optimize and maximize their return on investment (ROI) from our offering.
- Act as the 'voice of the customer' internally, using valuable feedback and insights to drive the customer experience.
- Organize and manage operational and strategic business reviews with our customers (MBRs, QBRs).
- Develop and maintain a deep understanding of our client's business drivers and recruitment goals to steer activities to align with these.
- Monitor and measure customer satisfaction (CSAT) and take proactive action to remedy any concerns.
- Continually improve knowledge of both InOrg offerings and the client's business/industry to ensure delivery of the best possible service.
- Communicate ROI and recommendations to our clients, enabling growth and renewal.
- Internal stakeholder management: coordinating the service provided by sales, marketing, finance, and delivery teams.
- Strong business partner with sales to manage customer success metrics and expectations.
- Drive efficiency in client relationships and demonstrate a tenacious spirit that is adaptable, doesn't accept the status quo, and won't allow the current landscape to be a blocker to driving long-term customer value.
- Proactive, positive, self-starter, and team player with a skill of continually improving processes.
- Ability to work remotely in a team-based, collaborative environment and a passion for contributing towards organizational growth.
- Capability to communicate brand/products effectively and clearly both cross-functionally (sales, delivery, marketing) and to external customers over multiple media.
- Track record of working in a customer-facing environment and developing/driving initiatives to ensure or improve upon a customer's ROI with our services.
- Ability to lead by example with good project management skills.
- Excellent presentation and meeting facilitation skills including small to medium groups.
- Demonstrable success in thinking strategically, executing tactically while providing consistent and high-level customer satisfaction and retention in a fast-paced environment.
- Proven work experience as a customer success manager or similar role.
- Technical skills required as they relate to the use of the product or service.
- Undergraduate or postgraduate in any domain (preferably technical or marketing).
Estimated salary range: $80,000 - $110,000 per annum, depending on location and experience.
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