Customer Success Strategist

2 weeks ago

Gurgaon, Haryana, India Work Companion LLP Full time
Company Overview
Innovative HRTech Solution
We are poised to lead the People, Payroll, and Productivity space with industry-best minds.

About Us
Work Companion LLP is a visionary team that values innovation, growth, and customer-centricity. Our team consists of innovators, technologists, product scientists, business leaders, and people enthusiasts who are passionate about delivering high-quality service.

Job Description
As a Customer Success Executive at Work Companion, you will be an essential part of our client-facing operations, ensuring our clients receive top-notch support and guidance. You will focus on customer satisfaction, aiding product adoption, and assisting clients in achieving their goals with our solutions. This role requires excellent communication skills, a proactive approach, and the ability to work well with different teams within the company.

Key Responsibilities
- Client Relationship Support: Build and maintain positive relationships with clients, understanding their needs and providing helpful solutions.
- Client Assistance: Support clients with process recommendations and insights to help them effectively use our products.
- Performance Monitoring: Keep track of key metrics like CSAT, NPS, and product usage. Use this data to improve the customer experience.
- Team Collaboration: Work closely with product, sales, and other teams to ensure smooth service delivery and client success.
- Engagement Execution: Help develop and implement engagement plans that align with client goals and Work Companion's capabilities.
- Event Support: Assist clients during key HR events such as appraisals and increments, providing necessary support and guidance.
- Feedback Collection: Gather and analyze customer feedback to identify areas for improvement. Share insights with the product team to influence the product roadmap.
- Risk Identification: Identify potential risks and communicate them to the team to ensure timely resolution.
- Opportunity Identification: Spot opportunities for upselling and cross-selling Work Companion products and services. Work with the sales team to pursue these opportunities.
- Customer Advocacy: Represent the voice of the customer within Work Companion, ensuring their needs and feedback are considered in product development and strategy.

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