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Customer Success Coordinator

2 months ago

Delhi, Delhi, India ELT Corporate Private Limited Full time

Job Title: Customer Success Coordinator

About ELT Corporate Pvt. Ltd.

ELT Corporate Pvt. Ltd. is a leading legal and business regulatory consulting company headquartered in New Delhi, specializing in a wide array of services including corporate law advisory, regulatory consulting, and business management solutions. Our services range across legal, regulatory, taxation, accounting, and technology consulting, enabling our clients to thrive in complex regulatory landscapes. We help businesses meet compliance requirements with services like Legal Metrology Approvals, BIS Certification, Pharma Licensing, Medical Device Licenses, and more.

Job Overview:

We are seeking a Customer Success Coordinator (Junior) to play a crucial role in building and maintaining relationships with our B2B clients, ensuring their satisfaction and success with our regulatory consulting services. This entry-level role is perfect for someone looking to grow their career in client relations, customer success, and marketing coordination within a fast-paced service-driven environment.

Key Responsibilities:

  1. Client Onboarding:
  • Coordinate the client onboarding process, ensuring that projects start on time with the correct team assigned to the project.
Feedback Collection & Client Satisfaction:
  • Proactively contact clients to gather feedback post-service delivery and throughout the project lifecycle.
  • Distribute and manage post-service satisfaction surveys and generate client feedback reports.
  • Monitor and track feedback to improve client experiences continuously and service quality.
Marketing Support:
  • Collect client logos, testimonials, and other marketing assets after positive client interactions.
  • Ensure all marketing materials, including testimonials, are utilized in collaboration with the marketing team for promotional campaigns, case studies, and the website.
  • Secure client approvals for publishing logos and success stories.
  • Explore opportunities to engage clients through webinars, workshops, or other value-added activities relevant to their business needs.
Contract Renewals & Retention:
  • Track client contracts and ensure timely reminders for renewals.
  • Engage with clients about contract renewals, addressing any concerns and promoting ongoing services.
  • Assist in improving client retention by proactively identifying at-risk accounts and escalating as needed.
Metrics & Reporting:
  • Maintain and update customer satisfaction data, tracking performance metrics like CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score).
  • Provide regular reports to the management on customer satisfaction, retention, and testimonial collection progress.
  • Coordinate with teams for client data and generate insights on areas of improvement.

Key Skills & Qualifications:

  • Education: Bachelor's degree in Business Administration, Marketing, or a related field.
  • Experience: 6 months to 2 years of experience in customer success, client relations, or marketing coordination.
  • Communication Skills: Strong verbal and written English communication skills, able to articulate ideas clearly and engage with clients effectively.
  • Organizational Skills: Excellent time management and organizational skills, with the ability to handle multiple clients and tasks simultaneously.
  • Customer-Centric Attitude: A positive, proactive approach with a passion for helping clients succeed.
  • Technology Proficiency: Basic understanding of CRM tools (e.g., Zoho or any other) and familiarity with survey tools for feedback management.
  • Problem-Solving: Ability to identify potential client issues early on and provide timely solutions to maintain satisfaction.

What We Offer:

  • Professional growth opportunities within a leading regulatory consulting firm.
  • A collaborative and dynamic work environment.
  • Mentorship from senior professionals in legal and regulatory consulting.
  • Exposure to diverse B2B client relationships and cutting-edge business services.