Customer Success Executive

Job Overview:
We are seeking a dedicated and proactive **Customer Success Executive** to join our team. This individual will play a key role in ensuring client satisfaction and fostering long-term relationships with our customers. The Customer Success Executive will be responsible for managing client interactions, gathering feedback, facilitating renewals and upgrades, and working closely with the tech team to ensure timely resolution of client issues. The ultimate goal is to maintain high levels of customer satisfaction, retention, and ensure that clients are delighted with our products and services.

Key Responsibilities:

- **Client Interaction & Relationship Management**:

- Serve as the primary point of contact for clients, addressing their needs, inquiries, and concerns.
- Establish and nurture long-term relationships with key clients to ensure their success with our solutions.
- Proactively check in with clients to ensure their satisfaction and identify any potential issues before they arise.
- **Feedback Collection & Analysis**:

- Regularly gather client feedback to identify areas of improvement and communicate valuable insights to the product and development teams.
- Conduct surveys, interviews, and check-ins to measure client satisfaction and provide actionable recommendations.
- **Renewals & Upgrades**:

- Manage and drive the renewal process, ensuring clients remain satisfied and renew their contracts.
- Identify upsell and cross-sell opportunities based on the client’s needs, working with the sales team to execute appropriate upgrades.
- Present new features, products, and services that may benefit clients, ensuring they are aware of all available options.
- **Issue Resolution & Technical Coordination**:

- Work closely with the tech and support teams to ensure that client issues are resolved quickly and effectively.
- Act as a liaison between clients and technical teams to troubleshoot problems, escalate urgent issues, and ensure timely resolutions.
- Follow up with clients after issue resolution to ensure they are satisfied with the solution provided.
- **Customer Success Reporting**:

- Track key performance metrics and KPIs, such as customer satisfaction (CSAT), Net Promoter Score (NPS), churn rate, and renewal rates.
- Provide regular reports to management on client health, product adoption, and any at-risk accounts.
- **Product Knowledge & Education**:

- Continuously stay up-to-date on product features, updates, and industry trends.
- Assist clients in understanding how to maximize the value of the product or service by providing training and guidance on usage.

Qualifications:

- **Education**: Bachelor’s degree in Business, Marketing, or a related field (or equivalent work experience).
- **Experience**:

- 2+ years of experience in customer success, account management, or a similar client-facing role.
- Experience working with cross-functional teams, particularly tech teams, to address customer needs.
- Proven ability to manage client relationships and deliver customer success strategies.
- **Skills**:

- Excellent communication, interpersonal, and problem-solving skills.
- Strong organizational and multitasking abilities to manage a high volume of client accounts.
- Ability to work collaboratively in a fast-paced environment.
- Tech-savvy, with the ability to quickly learn and use new software tools and systems.
- Empathetic, customer-focused mindset with a passion for delivering exceptional customer experiences.

Desired Qualities:

- **Proactive**: Demonstrates initiative in addressing client needs and potential issues before they become problems.
- **Detail-Oriented**: Pays close attention to the finer details of client interactions, ensuring no request goes unnoticed.
- **Adaptable**: Comfortable working in a dynamic environment with shifting priorities and demands.
- **Team-Oriented**: Works well with colleagues across various departments, from sales to technical support, to ensure client success.

What We Offer:

- Competitive salary and performance-based incentives.
- Opportunities for professional development and career growth.
- A collaborative and inclusive work environment.

If you are passionate about ensuring customers have an outstanding experience and enjoy working in a collaborative environment, we’d love to hear from you

Pay: ₹10,000.00 - ₹25,000.00 per month

Schedule:

- Morning shift

**Experience**:

- total work: 1 year (required)

Work Location: In person

Application Deadline: 07/01/2025
Expected Start Date: 06/01/2025