Customer Success Executive

We are looking for a proactive, customer-focused *Customer Success Executive* to manage and drive the success of key client accounts. As the primary point of contact for these accounts, the CSE will build strong relationships, consistently deliver value, and foster trust and transparency to ensure client satisfaction and overall success. This role requires strategic thinking, excellent communication skills, and a strong commitment to customer advocacy. The CSE will collaborate closely with delivery, sales, and marketing teams to enhance customer experiences, drive user adoption, and bridge any gaps in service delivery.

**Key Responsibilities**:
Account Ownership and Customer Health
- Act as the primary account owner for a portfolio of key accounts, managing relationships from start to finish.
- Conduct monthly check-ins with key client decision-makers, along with regular weekly touchpoints, to proactively address any concerns or special topics.
- Lead *Quarterly Business Reviews (QBRs)* to ensure alignment with client goals, facilitate transparency, and drive strategic discussions.
- Manage the entire account lifecycle, from understanding the client’s technology stack and vision to defining roadmaps and uncovering new opportunities.
- Drive opportunities for account growth, renewals, and upgrades, strengthening customer investment and driving long-term success.
- Champion customer health and satisfaction, working to reduce churn through value-driven engagement and relationship-building.

**Onboarding and Implementation**:

- Take ownership of the onboarding process for new customers, continuously improving the experience to ensure seamless integration.
- Partner with marketing to create content and materials that enhance the customer onboarding journey.
- Collaborate cross-functionally with delivery and sales teams to ensure a smooth transition from sales to onboarding.
- Provide end-user training post-project completion or after the go-live phase, ensuring customers are equipped to use the solution effectively.

**User Adoption and Training**:

- Assess user adoption levels for all accounts, creating targeted plans to improve engagement and utilization.
- Develop resources and strategies to drive user adoption, working closely with the delivery team as needed.
- Implement a continuous improvement approach to keep clients actively engaged with the product and encourage long-term use.

**Customer Engagement and Advocacy**:

- Lead customer engagement initiatives such as office hours, roundtables, and advocacy programs to strengthen client relationships.
- Act as a customer advocate, representing their interests within the organization and ensuring their feedback informs product and service development.
- Provide strategic input into company initiatives, influencing business decisions based on customer feedback, evolving needs, and industry trends.

**Process Enhancement and Team Collaboration**:

- Work with cross-functional teams to improve onboarding and support processes, contributing to a seamless customer journey.
- Foster a customer-centric culture across teams, ensuring alignment with customer success objectives.
- Mentor and support the implementation and support teams, providing coaching and guidance to enhance team performance and overall satisfaction.

**Qualifications**:

- 4+ years of experience in customer success, account management, or a similar role, with a proven track record of reducing churn and driving client growth.
- Strong strategic thinking, excellent communication, and interpersonal skills.
- Demonstrated ability to manage multiple accounts simultaneously, with a focus on proactive problem-solving and relationship management.
- Experience collaborating across teams, including sales, marketing, and delivery, to ensure customer needs are met and exceeded.

**Success Metrics**:

- Client satisfaction and overall account health.
- User adoption rates and ongoing engagement.
- Reduction in churn and growth in revenue through renewals and upgrades.
- Continuous improvement of processes and high team satisfaction scores.

**Job Types**: Full-time, Permanent

Pay: ₹11,393.58 - ₹40,703.83 per month

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Evening shift
- Monday to Friday
- Rotational shift
- US shift

Supplemental Pay:

- Performance bonus
- Quarterly bonus
- Yearly bonus

**Experience**:

- Customer Success: 3 years (preferred)

Work Location: In person

Application Deadline: 20/11/2024