Customer Success Executive
Thane West, Mumbai
Open for Freshers
Customer Relationship ManagementClient OnboardingSaaS Platform DevelopmentCommunication SkillProblem SolvingData AnalysisCRM Systems (Salesforce, HubSpot, Marketo)Customer RetentionInfluential negotiation skillsCross-Functional CollaborationCandidate Feedback ManagementUpsellingTime ManagementConflict ResolutionProduct KnowledgeCustomer SupportPerformance AnalysisStrong Presentation SkillsStakeholder ManagementEmpathy
Job Description:
- Overview
- This role focuses on establishing and nurturing strong, ongoing relationships with employer clients who use the InRadius platform for talent acquisition.
- The primary objective is to enhance employer satisfaction by providing exceptional support and ensuring their needs are met effectively.
Responsibilities - include driving platform engagement by educating clients on features and benefits, encouraging active usage, and facilitating smooth onboarding processes.
- Conversion of free users to paid subscription plans is a critical metric, requiring strategic communication and value demonstration tailored to each employer's requirements.
- Long-term retention is achieved through proactive relationship management, timely resolution of issues, and continuous feedback collection to improve service offerings.
- The role acts as the first point of contact for employer clients, handling inquiries, troubleshooting problems, and coordinating with internal teams to deliver solutions.
- Regularly analyzing client usage data and satisfaction metrics to identify opportunities for upselling and cross-selling additional services or features.
- Collaborating closely with sales, product, and marketing teams to align client needs with platform capabilities and upcoming enhancements.
- Maintaining detailed records of client interactions, feedback, and progress to inform strategic decisions and improve customer success processes.
- Participating in training sessions and staying updated on industry trends to provide informed guidance and maintain competitive advantage.Key Responsibilities
- Build and maintain strong relationships with employer clients to foster loyalty and trust.
- Serve as the primary contact for client support and relationship management.
- Drive platform engagement by educating clients on features and best practices.
- Facilitate conversion from free to paid subscription plans through value demonstration and negotiation.
- Monitor client satisfaction and proactively address concerns to ensure retention.
- Collaborate with internal teams to resolve client issues efficiently.
- Analyze client data to identify upselling and cross-selling opportunities.
- Maintain accurate records of client interactions and feedback.
- Stay informed about industry trends and platform updates to advise clients effectively.
- Contribute to continuous improvement of customer success strategies and processes.
