Customer Success Coordinator

3 weeks ago

New Delhi, India ELT Corporate Private Limited Full time
Job Description

Job Title: Customer Success Coordinator  

Department: Sales / Operations

Location: On-site, New Delhi
Reporting: Manager

 

About ELT Corporate Pvt. Ltd.:  

ELT Corporate Pvt. Ltd. is a prominent legal and business regulatory consulting firm, headquartered in New Delhi, that specialises in a broad range of services, including corporate law advisory, regulatory compliance, and business operations consulting. We assist businesses in navigating complex regulatory requirements such as Legal Metrology Approvals, BIS Certifications, Medical Device Registrations, and more. Our comprehensive services ensure that our clients are fully compliant with relevant industry standards, allowing them to thrive in a competitive marketplace.

Job Overview:  

We are looking for a Customer Success Coordinator to join our team in New Delhi. The successful candidate will be responsible for building and maintaining long-term relationships with our clients, ensuring that they receive optimal value from our regulatory services. This role is crucial in ensuring client satisfaction, supporting the lifecycle of projects, and implementing retention strategies. You will work closely with teams across sales, marketing, and operations to ensure that our clients' compliance and regulatory needs are met promptly and efficiently.

 

Key Responsibilities:  

Client Onboarding and Project Lifecycle:  

  • Onboard new clients by coordinating with internal teams to ensure smooth project initiation and timely delivery.

  • Be familiar with the entire journey of a client—from marketing outreach and sales interactions to project completion and ongoing support.

  • Ensure that clients are well-informed at every stage and that any concerns are addressed promptly.

Client Reviews & Feedback:  

  • Proactively contact clients for periodic reviews, feedback, and satisfaction surveys.

  • Listen to client needs, suggest improvements, and ensure their feedback is captured accurately to improve the service process.

  • Work closely with clients to collect reviews and make videos for testimonials to highlight our successful collaborations.

Retention Strategies & Relationship Building:  

  • Develop and implement personalized retention strategies, focusing on building long-lasting relationships with existing clients.

  • Maintain regular communication with clients about critical due dates such as license renewals and compliance updates.

  • Stay in constant touch through marketing campaigns to inform clients about regulatory requirements, deadlines, and new services.

Reporting & Data Management:  

  • Maintain accurate client data within our CRM system and ensure the completion of all client profiles.

  • Prepare and deliver regular reports on client satisfaction, retention metrics, and feedback.

  • Create a mechanism to highlight issues faced by clients, and prepare reports for escalation to senior management if required.

Problem Resolution & Escalation:  

  • Monitor and track client issues, and develop systems for early identification and resolution of problems.

  • Ensure that clients facing challenges are flagged appropriately, and their concerns are escalated in a timely manner.

Technology & Process Improvement:  

  • Leverage technology and ERP systems (e.g., Zoho) to streamline customer success processes and ensure data accuracy.

  • Constantly seek opportunities to enhance processes and improve the customer experience.

Key Skills & Qualifications:  

  • Education: Bachelor’s degree in Business Administration, Marketing, or a related field.

  • Experience: 6 months – 2 years in customer success, client relations, or a similar role within a service-driven environment (preferably in legal, regulatory, or consulting fields).

  • Communication Skills: Excellent verbal and written communication skills in English, with the ability to interact with clients and internal teams effectively

  • Organizational Skills: Strong ability to manage multiple clients, projects, and deadlines simultaneously.

  • Customer-Centric: A proactive, customer-first approach with the ability to identify and address client concerns before they escalate.

  • Technology Proficiency: Comfortable using CRM systems (Zoho preferred) and other business tools; experience with survey tools and reporting is a plus.

  • Problem-Solving: Quick to identify potential challenges and implement timely solutions.

  • Attention to Detail: Strong focus on accuracy in client data and feedback management.

 



Requirements
Responsibilities: 1. Lead Generation: Identify and target potential customers to generate new business opportunities. Utilize various channels for lead generation, including inbound leads from different sources. 2. Lead Qualification: Contact and qualify potential customers to assess their suitability for our products/services. Set appointments and follow up on leads to progress them through the sales pipeline. 3. Cold Calling: Initiate and conduct cold calls to potential clients to generate interest and identify sales opportunities. Utilize effective cold calling techniques to overcome objections and establish initial interest. 4. Sales Pipeline Management: Track and report progress towards meeting sales goals. Collaborate with the sales team to develop effective strategies for reaching sales targets. 5. CRM Utilization: Use customer relationship management (CRM) software, with preference for Zoho CRM, to manage leads and sales activities. Ensure accurate and timely updates in the CRM system to facilitate effective communication within the team. 6. Market Awareness: Stay up-to-date on market trends, competition, and industry developments. Attend networking events and trade shows to build relationships and generate leads. 7. Reporting: Provide regular reports on sales activities and results to management. Requirements and Skills: - 1-3 years of experience in sales or customer service. - Proficiency in customer relationship management (CRM) software, experience with Zoho CRM is a bonus. - Strong verbal and written communication skills. - Ability to build and maintain relationships with potential clients. - Knowledge of effective sales techniques and strategies. - Strong problem-solving and negotiation skills. - Time management and organizational skills. - Ability to work independently and collaboratively as part of a team. - Flexibility and adaptability to change. - Desire to learn and grow in the sales field. - Bachelor’s degree in business or a related field.

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