Customer Success Associate

**The Company**: Iron Man Lifestyle is a profitable fast-growing dating and lifestyle coaching company helping Indian men get over their social anxiety, develop their confidence & social skills, and get into deeper, fulfilling relationships.
- **The Role: Customer Success Executive →** Currently, we’re signing up customers at a pace faster than we can handle. This is a leadership role and you will be heading the Customer Success Department. In this role, your job will be to map out and improve the customer journey/experience, put in systems, processes, and people to improve customer success, and increase retention & Lifetime Gross Profit per customer. As a result, directly helps in increasing revenue.
- **Hours**: This is a full-time position.

**What Kind Of Qualifications Do You Need?**
- 1-2 year of prior experience in a customer-facing role, with a proven track record of owning individual and team targets.
- Prior experience in delivering a great customer experience and increasing client retention.
- Bachelor in a relevant field.
- Be a Builder and Executor. To able to build things from scratch and execute with lightning speed.
- May be responsible for providing sales quotations as well as sustaining and renewing client contracts
- In addition, Customer Success Executive typically reports to a supervisor or manager.

**Some of the Specific Role Functions**:

- **Improve customer journey and success →** Define the various stages of the customer journey, and help improve the journey to ascend the customer onto the next stage. Track every customer’s journey to help deliver improved results to customers and provide an amazing customer experience.
- **Account Management** → Act as SPOC for each client and handle the entire customer life cycle. Taking care of all grievances, support, queries and providing right guidance
- **Increase Lifetime Gross Profit (LTGP)/LTV →** Improve client retention and repeat buying. Additionally, help increase LTGP by upselling, down selling, and cross-selling products to clients. Identify gaps in the customer experience and additional products to be created to help the customer succeed. As a result, increase the Lifetime Gross Profit per customer.
- **Decrease churn →** Provide an amazing experience to the customer and help him succeed. Identify the reasons for churn, and why a client drops off. Come up with plans and strategies to reduce churn, and put them into action owning the KPI throughout. Improve and own customer onboarding and engagement.
- **Improve Payment Collection →** Reduce client Dropoff and add in systems for improved future payments collection.
- **Track and improve Customer Success KPIs →** Add in systems to track and measure Customer NPS, Customer Success Rate, Customer Adherence Rate, Testimonial Rate, LTV, LTGP.
- **Drive Referrals & Word of Mouth →** Deliver a positive customer experience to spread positive word of mouth and build on the already existing reputation of the company. Put in a formal system to drive Referrals from clients, to increase LTGP.
- **Collect Customer feedback →** Understand customer needs and collect feedback on the service to help improve the product.

**This Role Is For You If**
- You have a strong underlying motive to serve and help people.
- You are a Builder and an Executor. You can take things from scratch and start building them from the ground up.
- You have exceptional communication and interpersonal skills.
- You are able to resolve customer issues in a polite way, without losing your cool.
- You are focused on getting things done, and have a bias towards action.
- You have a “whatever-it-takes” attitude, love deadlines, and can keep yourself accountable.
- You have a bias towards revenue.
- You are able to figure things out on your own to get the job done and deliver results.
- You're a team player and are fired up to work with a company that is making a positive difference in the lives of others.
- You’re committed to the path of personal development, the psychology of success and embody what we teach at Iron Man Lifestyle.
- You believe in the **Vision** of Iron Man Lifestyle to help Indian men be more confident, develop social skills, and get into deeper, fulfilling relationships.

We are changing a lot of lives daily, and would love to have you onboard working directly with us at Iron Man Lifestyle, at the New Delhi office,

For the next level of growth and development in our mission to be the best in the world at helping Indian men be more confident, get more dates, and be in deeper, fulfilling relationships.

Pay: From ₹30,000.00 per month

Schedule:

- Day shift

Ability to commute/relocate:

- Saket, Delhi, Delhi: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Can you can you bring your own laptop to the office?
- Can you work 6 days a week?
- What's the current monthly in hand salary?
- What's the expected monthly in hand salary?

Work Location: In person