Executive - Customer Success

14 hours ago

Hyderabad, Telangana, India Quess Enterprise Full time ₹ 12,00,000 - ₹ 36,00,000 per year
Description

Objectives of this Role:

  • Own overall relationship with assigned clients, which includes managing on-boarding, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
  • Establish a trusted and strategic advisor relationship to help drive continued value of our products and services
  • Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team
  • Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
  • Maintain existing customer success metrics and data as directed
  • Ability to work in a team and contribute to the overall success of the department
  • Good attention to detail and a consistent approach.
  • Flexible attitude and approach to the demands created by the role of the best practice approach to Customer Success, at all times. 

Daily and Monthly Responsibilities:

  • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
  • Conduct telephonic training for the recruitment team on diverse Monster products.
  • Engage with HR Recruitment team to drive Monster usage and amplify their ROI.
  • Responsible to cultivate the accounts and bring in the renewals.
  • Maintain customer health and introduce new, valuable features as they become relevant on the customer journey.
  • Review the customer journey, identifying how it's supported, taking a consultative approach in helping clients overcome issues and achieve goals
  • Facilitate interaction and workflow with Internal teams to ensure deliverables are on time
  • Collaborate, problem solve, and/or strategize upcoming client meetings.
  • Prepare necessary documentation or visuals for client to demonstrate performance of campaigns; analyze trends in C-Sat/FCR scores to identify areas of improvement
  • Work cross-functionally with product, sales, and support team members to foster a strong sense of community and information sharing.
  • Ensure the best resolution over call / Email.
  • Adhere to prescribed compliance standards.

Required Skills and Qualifications:

  • 1-5 years of experience in HR, Customer Service (B2B), Account management (B2B), or Recruitment. (Dot com space knowledge will be a boon.)
  • Strong verbal and written communication, strategic planning, and project management skills
  • Analytical and process-oriented mindset
  • Comfortable working across multiple departments in a deadline-driven environment
  • Active team player, self-starter, and multitasker who can quickly adjust priorities

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