Customer Success Strategist

2 days ago


Narela, Delhi, India Smart Working Full time

Excel in your career with a dynamic role at Smart Working, a leading UK Software Talent Provider. Enjoy a Hybrid Work position (Monday-Thursday: WFH and Fridays: WFO) in our thriving team.

About the Role

This Client Experience Manager position offers a chance to build strong relationships with clients, driving success by delivering exceptional service, addressing concerns, and maximizing retention. Your goal will be to understand client hiring needs, business goals, and organizational challenges, fostering long-term relationships.

  • Relationship Management:

Foster Strong Relationships: Act as the primary point of contact for assigned clients, ensuring their satisfaction and trust. Conduct regular check-ins with coworkers to gather feedback and assist in day-to-day needs.

  • Onboarding and Integration:

Seamless Onboarding Process**: Lead the onboarding process for clients, ensuring smooth integration of hired candidates into the client's organization. Assist coworkers in refining communication to meet client requirements.

  • Performance Monitoring:

Track and Report Key Metrics: Monitor and report key performance metrics as per client requirement. Address and resolve client concerns regarding worker outcomes or service delivery.

  • Proactive Engagement:

Suggest Improvements & Ideas: Collaborate with internal teams to continuously improve recruitment strategies and service levels. Identify upselling or cross-selling opportunities to offer additional services or solutions.

  • Client Retention and Growth:

Maintain Client Health**: Monitor client health to identify and mitigate risks of disengagement. Drive client satisfaction and lower churn rate by demonstrating the value of the partnership through results and proactive communication.

  • Documentation and Reporting:

Accurate Record Keeping**: Maintain accurate records of customer interactions, support issues, and feedback in our customer relationship management system. Create and present reports and insights regarding customer accounts and performance metrics to management.

Requirements

To excel in this Client Experience Manager role, you'll need:

  • Strong Interpersonal Skills
  • Problem-Solving Ability
  • Analytical Mindset
  • Industry Knowledge
  • Proactivity

You should hold a Bachelor's degree in business administration, Human Resources, or a related field, and have 3-4+ years of experience in customer success, account management, or client servicing (preferably in IT staffing/recruitment).

Benefits

Enjoy a work-life balance, laptop provided, full medical insurance, learning opportunities, and become part of the Smart Working family

About Us

Smart Working recruits excellent people to work directly for UK businesses on a long-term basis. If you're looking to grow professionally, come and join our family and accelerate your career.



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