Immediate Joiner Required ## Candidates in and around chennai ##
Bpo experience required..
Job Description:he
As a Senior Client Success Executive, you will play a vital role in managing and nurturing client relationships to ensure their success and satisfaction. You will serve as a trusted advisor to clients, proactively identifying opportunities to add value, resolve issues, and maximize client retention. Your experience and expertise in client success will contribute to the growth and expansion of the client base.
Responsibilities:
- Client Relationship Management:
- Build strong relationships with clients, understanding their goals, needs, and challenges.
- Serve as the main point of contact for clients, providing exceptional service and support.
- Conduct regular check-ins and client meetings to understand their satisfaction levels and identify areas for improvement.
- Proactively address client concerns, resolve issues, and provide strategic recommendations.
- Account Expansion and Upselling:
- Identify opportunities to expand existing client accounts.
- Collaborate with the sales team to explore upselling and cross-selling opportunities.
- Understand the clients business objectives and align solutions to meet their evolving needs.
- Present new products or services to clients, highlighting their potential value and benefits.
- Client Success Planning:
- Collaborate with clients to develop and execute success plans tailored to their specific goals.
- Establish key milestones and success metrics.
- Continuously monitor progress and provide guidance to ensure clients achieve their desired outcomes.
- Analyze client data and metrics to identify areas for improvement and growth.
- Issue Resolution:
- Act as a problem-solver and mediator for client issues or escalations.
- Collaborate with internal teams, such as product, support, or finance, to address client concerns effectively.
- Ensure timely resolution of client issues, providing clear communication and updates throughout the process.
- Client Feedback and Insights:
- Gather client feedback and insights on products, services, and overall satisfaction.
- Provide feedback to the internal teams to drive product enhancements or process improvements.
- Act as the voice of the customer, sharing valuable insights to shape the company's strategic direction.
- Renewal and Retention:
- Monitor client contract renewal dates and proactively engage with clients to ensure renewals.
- Develop strategies to mitigate churn and increase client retention rates.
- Conduct contract renewal negotiations, ensuring a win-win outcome for both the client and the company.
- Collaboration and Knowledge Sharing:
- Collaborate with internal teams, such as sales, marketing, and product, to align strategies and initiatives.
- Share best practices and lessons learned with the client success team to enhance overall performance.
- Contribute to the development of client success processes and play an active role in continuous improvement efforts.
Requirements:
- Bachelor's degree in Business, Marketing, or a related field (or equivalent experience).
- Proven experience in client success, account management, or a similar role.
- Strong interpersonal and communication skills.
- Demonstrated ability to build and maintain long-term client relationships.
- Excellent problem-solving and conflict resolution skills.
- Analytical mindset and ability to leverage data to drive client success.
- Results-oriented and ability to meet or exceed targets.
- Familiarity with CRM software and other relevant tools.
- Self-motivated and able to work independently.
- Continuous learner with a passion for delivering exceptional client experiences.
