Customer Success Officer

**Overview**:
**Responsiblities**:

- Serve as an intermediary between Sales and Operations Team.
- Collaborate with cross-functional teams, including research analysts, project managers, and sales teams, to ensure the successful delivery of projects.
- Build and maintain strong relationships with key stakeholders at our client organizations, including executives, decision-makers, and end-users.
- Develop a deep understanding of our clients' businesses, goals, and challenges, and use that knowledge to identify opportunities for cross-selling, upselling, and expansion.
- Proactively monitor customer usage and satisfaction metrics and identify trends and patterns that can inform product development and service improvements.
- You need to have the ability to function in a permanent hovering state. Overseeing internal and external developments; Vis a Vis market trends, competition insights and the overall industry’s unfolding.
- Stay up to date on industry trends and best practices in customer success and use that knowledge to continuously improve our processes and services.
- Create and deliver customer success plans that outline key objectives, milestones, and metrics for each client, and track progress against those goals.
- Manage customer escalations and complaints, and work with internal teams to resolve issues in a timely and satisfactory manner.
- Utilize internal systems for workflow management and collaboration with internal stakeholders, including but not limited to operations, data quality, data processing, voice quality, programming, and others.
- Focus on innovation and use of new technologies to help meet client’s goals.
- Build strong relationships with sales account teams and operations teams to assist with client engagement opportunities.

**Requirements**:

- Bachelor's degree in business, market research, or a related field.
- At least 3-5 years of experience in customer success or account management, preferably in a B2B or research-related environment.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams.
- Strong analytical and problem-solving skills, with the ability to analyze data, identify trends, and make data-driven decisions.
- Proven track record of delivering customer success and driving customer retention and growth.
- Self-starter with the ability to work independently and manage multiple projects simultaneously.
- Familiarity with customer success software and tools, such as Salesforce, Zendesk, and Hubspot, is a plus.

**Diversity**:
At iResearch, we understand and profoundly empathize with our diverse workforce's unique perspectives and needs. We are committed to fostering an inclusive and supportive environment where everyone feels truly valued and empowered to be their authentic selves. Our goal is to create a workplace free from any barriers, particularly those faced by underrepresented groups, and empower all our employees to reach their full potential. We are passionate about promoting diversity, equity, and inclusion in everything we do.

**Benefit**:
Our benefits may vary depending on the employee's location but rest assured; we strive to offer the best perks and an inclusive environment to support your professional growth no matter where you are. From generous annual leave allowances and flexible working options to life and medical cover for you and your family, enhanced maternity and paternity packages, uncapped earning potential, hybrid working and opportunities to give back to the community through our Giving for Good Foundation. We are committed to making sure our employees are taken care of and feel valued.

**Langauges**:
English

**Skills**:
Hubspot, Data Analysis, Salesforce, Zendesk, Account Management
- Ref. Code
- 4370062891
- Contract Type
- Permanent
- Location
- Pune
- Experience Level
- 3-5 Years
- Department
- MR Operations