Customer Success Executive

Objectives of this Role
Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction

Act as the primary point of contact for the client throughout the implementation process and manage expectations and time framesEstablish a trusted and strategic advisor relationship to help drive the continued value of our products and servicesMaintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative teamCommunicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learningsMaintain existing customer success metrics and data as directedCoordinate with internal stakeholders including data migration activities, finance and integrations to ensure a smooth and seamless process for the clientManage customer queries and resolve issues in a timely mannerHelp customers understand how iSmartRecruit works and troubleshoot any issues that they encounterOrganise and prioritise customer feedbackBrand guardian – ensure all our communications leverage our brand correctly & effectivelyInterpret business strategy and determine innovative solutions supporting strategy implementation

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 themReview the customer journey, identifying how it's supported, taking a consultative approach in helping clients overcome issues and achieve goalsFacilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on timeCollaborate, problem-solve, and/or strategize upcoming client meetings with team membersPrepare necessary documentation or visuals for the client to demonstrate the performance of campaigns; analyze trends to identify areas of improvementWork with the sales and marketing team to drill customer references and develop case studies

Required Skills and Qualifications

2-4 years of experience in communications, marketing, sales, account management, or customer successStrong verbal and written communication, strategic planning, and project management skillsAnalytical and process-oriented mindsetKnowledge of help desk software, CRM, online meeting tools like zoom, any desk toolsComfortable working across multiple departments in a deadline-driven environmentActive team player, self-starter, and multitasker who can quickly adjust prioritiesConfident in a tech environment and comfortable with new softwareStrong interpersonal skills and a passion for consistently providing a great customer experienceEmpathetic and persuasive, with a strong mix of emotional intelligence and business savvinessYou are proactive, adaptable and organisedYou can effectively and persuasively communicate with decision-makersPersonable - and a relentless relationship builderAnalytical and process-oriented mindsetComfortable working across multiple departments in a deadline-driven environmentActive team player, self-starter, and multitasker who can quickly adjust prioritiesA staffing/recruitment agency background is beneficial but not essential

Job Types: Full-time, Regular / Permanent, Fresher, Internship

Salary: ₹207,653.13 - ₹380,758.70 per year

Schedule:

Day shiftMonday to FridayMorning shift

Supplemental pay types:

Performance bonusQuarterly bonusYearly bonus

Ability to commute/relocate:

Ring Rd Cir, Rajkot - Rajkot, GJ: Reliably commute or planning to relocate before starting work (Required)

Experience:

total work: 1 year (Preferred)

Work Location: One location

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