Position:
Customer Success Associate
Location:
Jaipur
Role Type:
Role Overview:
The person will be reporting to the Head — Service Delivery and would act as a bridge between the assigned clients and the management. He or she would be a SPOC for the assigned clients and will play a key role in managing the entire life cycle right from customer onboarding to retention.
Job Responsibilities:
- Work as the face of the company for assigned clients and manage all aspects of those clients.
- Collaborate internally with respective teams to get the job done and deliver it to the client.
- Collaborate and communicate with the customer's key stakeholders and manage their expectations.
- Capture the client's needs and articulate them, clarifying ambiguities while asserting the company's point of view.
- Identify new areas of opportunity and engagement for growth, and provide key inputs to the sales team.
- Nurture a healthy connection with client stakeholders and gather strategic insight on competitive threats.
- Work as a subject matter expert on the products and services offered, identifying and fulfilling training needs with internal stakeholders.
- Ensure clients understand and embrace the business value of what is delivered, bringing customer delight in all dealings.
- Create near- and long-term account success plans that maximise product adoption while delivering growth, retention, and repeat business.
- Continuously evaluate the client's business practices to identify areas for optimisation and improvement.
- Work with and analyse large data sets daily, providing the required insights to clients.
- Manage client escalations calmly and lead them through to resolution largely independently.
Experience:
- Graduate from a good college (B.Tech preferred) with a minimum of 3+ years of experience, or an MBA with 1+ year in a client-facing role.
- Account management experience in client-facing roles (Telematics or B2B SaaS background preferred).
- Good spoken and written business English with strong presentation skills.
- Problem-solving mindset: willingness and ability to get to the depth of a problem.
- Thrives in a fast-paced, collaborative environment.
- Good analytical skills and a solid understanding of MS Excel.
- Comfortable travelling as required, and flexible about working from the client's office.
Qualifications:
- B.Tech preferred, or an MBA with relevant client-facing experience.