Customer Success Manager

2 months ago

Chennai, India Verifitech Services - India Full time

Responsibilities:

Client Relationship Management:

  • Build and maintain strong relationships with clients, acting as their primary point of contact and advocate within the company.
  • Understand clients' business goals and challenges, and provide strategic guidance on leveraging background verification services effectively.
  • Conduct regular check-ins and proactive communication to assess client satisfaction and identify opportunities for collaboration.

Onboarding and Implementation:

  • Collaborate with internal teams to ensure a smooth onboarding process for new clients.
  • Work closely with clients to understand their requirements, configure systems, and define success metrics.
  • Provide training sessions and materials to help clients navigate and utilize background verification tools efficiently.

Account Expansion and Retention:

  • Identify opportunities to expand and upsell additional services to existing clients based on their needs and industry trends.
  • Collaborate with the sales team to renew contracts, negotiate terms, and secure long-term client relationships.
  • Conduct regular business reviews with clients to assess satisfaction, measure performance, and identify areas for improvement.

Issue Resolution and Support:

  • Act as a point of escalation for client issues, coordinating with internal teams to ensure timely resolution.
  • Advocate for clients' needs internally, ensuring their feedback is addressed and improvements are made.
  • Provide proactive support and guidance to clients, assisting with troubleshooting, process optimization, and best practice recommendations.

Performance Monitoring and Reporting:

  • Monitor key performance indicators (KPIs) and metrics to track client success and identify potential risks or opportunities.
  • Prepare regular reports and executive summaries to share insights on client performance, adoption, and satisfaction.
  • Utilize data-driven insights to drive continuous improvement in client success strategies and service delivery.

Requirements:

  • Proven experience in customer success management or account management roles, preferably in a B2B environment.
  • Strong interpersonal and communication skills, with the ability to build rapport and influence at all levels of an organization.
  • Strategic mindset with the ability to understand clients' business objectives and align them with background verification solutions.
  • Excellent problem-solving and conflict resolution abilities.
  • Strong project management skills with the ability to prioritize and manage multiple client relationships simultaneously.
  • Familiarity with background verification processes, compliance regulations, and related industry trends.
  • Proficiency in using customer relationship management (CRM) software and other relevant tools.
  • Analytical mindset with the ability to interpret data and derive actionable insights.
  • Customer-centric approach with a passion for delivering exceptional service and driving customer success.


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