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Customer Success Advocate
1 week ago
At Wysetek Systems Technologists Pvt. Ltd., we are seeking a highly skilled Customer Success Advocate to join our team. This role focuses on driving customer engagement, fostering strong relationships, and delivering exceptional value to ensure the achievement of business outcomes for clients.
Key Responsibilities:
- Client Relationship Management: Serve as the trusted advisor and primary contact for a portfolio of enterprise clients.
- Build and Maintain Relationships: Build and maintain relationships across all levels within the client's organization, including IT leaders, decision-makers, and key influencers.
- Regular Engagement: Regularly engage with clients to understand their business goals, challenges, and success metrics.
- Customer Success Strategy: Develop and execute tailored customer success plans for each client, ensuring alignment with their business objectives.
- Proactive Opportunities: Proactively identify opportunities to optimize the client experience and deliver additional value through the company's solutions, products, and services.
- Progress Measurement: Conduct regular check-ins and business reviews to measure progress and drive ongoing client success.
- Account Growth & Retention: Identify upsell and cross-sell opportunities to expand the footprint of the company's offerings within assigned accounts.
- Collaboration: Collaborate with internal sales teams to structure and negotiate contracts, ensuring alignment with client needs and company goals.
- Problem Resolution: Act as a liaison between clients and internal teams to resolve escalated issues and ensure seamless delivery of solutions.
- Reporting & Insights: Compile and present detailed reports on account performance, client satisfaction, and key metrics to internal stakeholders and client teams.
- Data Analysis: Utilize data to forecast client growth potential and provide actionable recommendations for improvement.
- Project Management: Collaborate with implementation and support teams to ensure timely and successful delivery of solutions.
Qualifications:
- Graduate in Any Stream: Graduate in any stream with proven experience of minimum 5+ years in Customer Success, Account Management, or a related client-facing role.
- Relationship Management: Strong ability to manage and grow relationships with multiple enterprise clients.
- Problem-Solving Skills: Excellent problem-solving skills and the ability to address client challenges effectively.
- Analytical & Reporting Skills: Strong analytical and reporting skills, with experience in compiling insights and recommendations.
- Communication Skills: Exceptional communication, presentation, and negotiation skills.
- CRM Tools Familiarity: Familiarity with CRM tools and customer success platforms is a plus.
- Prioritization: Ability to manage multiple priorities in a fast-paced environment.
Key Metrics for Success:
- Client Retention Rate:
- Net Promoter Score (NPS):
- Account Revenue Growth: