Global Customer Advocate

2 days ago

Jodhpur, Rajasthan, India InOrg Global Full time
Customer Success Manager

About InOrg Global:

Empowering Global Growth at Scale, InOrg Global helps organizations achieve global competitiveness through the seamless integration of talent, technology, and strategic capabilities.

Headquartered in Charlotte, US, InOrg Global provides holistic support to organizations establishing their Global Capability Centers (GCC) in India. We go beyond merely offering infrastructure and HR assistance; we aim to be strategic partners, aiding in the seamless establishment and operational success of GCCs.

Learn more about InOrg Global.

The Customer Success Manager Role

We are seeking a Customer Success Manager to join our team. As a key strategic role within InOrg Global, the successful candidate will be a customer-focused individual who is motivated and engaged by providing service excellence to our clients.

The Senior Customer Success Executive will be responsible for providing market-leading service and ensuring that our clients receive maximum value and a seamless experience by enabling them to fully leverage their subscriptions and services on an ongoing basis.

Key Responsibilities
  1. Build strong, credible relationships with our clients by supporting them to optimize and maximize their return on investment (ROI) from our offering.
  2. Act as the "voice of the customer" internally and use this valuable feedback and insights to drive the customer experience.
  3. Actively organize and manage operational and strategic business reviews with our customers (MBRs, QBRs).
  4. Develop and maintain a deep understanding of our customer's business drivers and recruitment goals to steer activities to align with these.
  5. Monitor and measure customer satisfaction (CSAT) and take proactive action to remedy any concerns.
  6. Continually improve the knowledge of both InOrg Global offerings and the customer's business/industry to ensure that you are delivering the best possible service.
  7. Communicate ROI and recommendations to our clients enabling growth and renewal.
  8. Internal stakeholder management: coordinating the service provided by sales, marketing, finance, and delivery teams.
  9. Strong business partner with sales to manage customer success metrics and expectations.
  10. Drive efficiency in our 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.
Requirements
  1. Proactive, positive, self-starter, and team player with a skill of continually improving processes.
  2. Ability to work remotely in a team-based, collaborative environment and a passion for contributing towards organizational growth.
  3. Capability to communicate brand/products effectively and clearly both cross-functionally (sales, delivery, marketing) and to external customers over multiple media.
  4. 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.
  5. Ability to lead by example having good project management skills.
  6. Excellent presentation and meeting facilitation skills including small to medium groups.
  7. Demonstrable success in thinking strategically, executing tactically while providing consistent and high-level customer satisfaction and retention in a fast-paced environment.
  8. Proven work experience as a Customer Success Manager or similar role.
  9. Technical skills required, as they relate to the use of the product or service.
  10. Undergraduate or postgraduate in any domain (preferably technical or marketing).

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